{"id":455112,"date":"2026-05-13T14:22:48","date_gmt":"2026-05-13T18:22:48","guid":{"rendered":"https:\/\/autosphere.ca\/?p=455112"},"modified":"2026-05-27T13:48:26","modified_gmt":"2026-05-27T17:48:26","slug":"lia-lhumain-et-les-rh-menent-ver-un-mode-dinteraction-hybride","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2026\/05\/13\/lia-lhumain-et-les-rh-menent-ver-un-mode-dinteraction-hybride\/","title":{"rendered":"L\u2019IA, l\u2019humain et les RH m\u00e8nent vers un mode d\u2019interaction hybride."},"content":{"rendered":"<p><strong>Avec l\u2019\u00e9volution rapide des comp\u00e9tences, des technologies ainsi que de l\u2019intelligence artificielle, la formation continue du personnel permet de rester comp\u00e9titif. Au Qu\u00e9bec comme ailleurs, plusieurs organisations manquent d\u2019employ\u00e9s qualifi\u00e9s, et nous savons qu\u2019il est moins on\u00e9reux de former le personnel en place que d\u2019embaucher de nouveaux employ\u00e9s.<\/strong><\/p>\n<p>Le personnel d\u00e9sire \u00e9voluer, et il est important d\u2019investir dans son d\u00e9veloppement, ce qui permet d\u2019augmenter sa motivation et de r\u00e9duire le taux de roulement. Un personnel comp\u00e9tent demeure un avantage concurrentiel : meilleure performance et productivit\u00e9 !<\/p>\n<p>Quant au d\u00e9partement des ressources humaines, son mandat principal est d\u2019accompagner le personnel en place et de lui offrir un soutien continu. La formation est et sera \u00e0 tout jamais un investissement strat\u00e9gique, et les ressources humaines, un moteur de croissance. Comme nous le savons, un client est tr\u00e8s bien inform\u00e9 avant d\u2019arriver au concessionnaire et il s\u2019attend \u00e0 un service rapide et, surtout, \u00e0 une personnalisation unique.<\/p>\n<p><strong>L\u2019adaptation aux nouvelles r\u00e9alit\u00e9s !<\/strong><\/p>\n<p>Les attentes \u00e9lev\u00e9es des clients, la digitalisation des proc\u00e9d\u00e9s, la personnalisation, les outils CRM\u2026 Le d\u00e9partement des RH est essentiel pour bien g\u00e9rer les changements et encadrer le personnel. Les RH ont le mandat de s\u2019assurer d\u2019encadrer le personnel, d\u2019investir dans les employ\u00e9s, de structurer les besoins de formation et d\u2019orchestrer toutes les strat\u00e9gies cibl\u00e9es dans le but d\u2019optimiser les \u00e9quipes de travail.<\/p>\n<p>Tous les concessionnaires doivent fournir un service professionnel avec constance. La constance avec le manque de personnel, parlons-en\u00a0! Elle permet de cr\u00e9er la confiance du client, prot\u00e8ge la r\u00e9putation de l\u2019entreprise, augmente les ventes et fid\u00e9lise la client\u00e8le : offrir le m\u00eame service et la m\u00eame qualit\u00e9 chaque fois que le client se pr\u00e9sente en concession. Est-ce possible ?<\/p>\n<p>On s\u2019attend \u00e0 ce que les t\u00e2ches de base et r\u00e9p\u00e9titives soient automatis\u00e9es d\u2019ici 2030. Cependant, les probl\u00e9matiques hors normes ou \u00e9motives seront difficiles \u00e0 automatiser, car le robot ne pourra jamais user d\u2019empathie. Selon les experts (tendances) une grande partie des t\u00e2ches (support client) sera automatis\u00e9e d\u2019ici la fin de la d\u00e9cennie. L\u2019IA travaillera et collaborera parall\u00e8lement avec l\u2019humain ! Sur les cas complexes et transactionnels, l\u2019humain sera toujours pr\u00e9sent. Voici un bref rapport de <em>Gartner <\/em>(autorit\u00e9 reconnue en TI) sur l\u2019impact de l\u2019IA sur le service \u00e0 la client\u00e8le\u00a0:<\/p>\n<ul>\n<li>91 % des responsables du support client soulignent qu\u2019ils vivent une pression interne pour implanter l\u2019IA en 2026 ;<\/li>\n<li>42 % des organisations recrutent pour des r\u00f4les sp\u00e9cialis\u00e9s en IA ;<\/li>\n<li>80 % des organisations pr\u00e9voient red\u00e9finir les t\u00e2ches des agents humains pour les diriger vers les probl\u00e8mes complexes ;<\/li>\n<li>50% des entreprises ayant r\u00e9duit leurs effectifs \u00e0 cause de l\u2019IA pourraient r\u00e9embaucher d\u2019ici 2027, car la robotisation ne permet pas de maintenir la qualit\u00e9 du service ;<\/li>\n<li>L\u2019IA pourrait r\u00e9duire jusqu\u2019\u00e0 80 % des demandes simplistes d\u2019ici 2029 sans intervention humaine ;<\/li>\n<\/ul>\n<p>En bref, l\u2019IA automatisera certaines t\u00e2ches simples et r\u00e9p\u00e9titives pour le support client, mais les humains resteront indispensables pour les cas n\u00e9cessitant de l\u2019empathie. Le service \u00e0 la client\u00e8le s\u2019orientera vers l\u2019hybride, l\u2019IA et l\u2019humain. Nous pouvons constater que dans le graphique, nous parlons ici de support client et non de l\u2019exp\u00e9rience client. \u00ab Les projections font un peu peur, mais il est \u00e9vident qu\u2019en 2026, nous clavardons d\u00e9j\u00e0 avec l\u2019IA. En revanche, en mati\u00e8re d\u2019exp\u00e9rience client, nous continuerons \u00e0 discuter avec l\u2019humain. \u00bb<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Avec l\u2019\u00e9volution rapide des comp\u00e9tences, des technologies ainsi que de l\u2019intelligence artificielle, la formation continue du personnel permet de rester comp\u00e9titif. Au Qu\u00e9bec comme ailleurs, plusieurs organisations manquent d\u2019employ\u00e9s qualifi\u00e9s, et nous savons qu\u2019il est moins on\u00e9reux de former le personnel en place que d\u2019embaucher de nouveaux employ\u00e9s. Le personnel d\u00e9sire \u00e9voluer, et il est&#8230;<\/p>\n","protected":false},"author":108,"featured_media":455110,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[],"class_list":["post-455112","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L\u2019IA, l\u2019humain et les RH m\u00e8nent vers un mode d\u2019interaction hybride. - Autosphere<\/title>\n<meta name=\"description\" content=\"Avec l\u2019\u00e9volution rapide des comp\u00e9tences, des technologies ainsi que de l\u2019intelligence artificielle, la formation continue du personnel permet de rester comp\u00e9titif. Au Qu\u00e9bec comme ailleurs, plusieurs organisations manquent d\u2019employ\u00e9s qualifi\u00e9s, et nous savons qu\u2019il est moins on\u00e9reux de former le personnel en place que d\u2019embaucher de nouveaux employ\u00e9s.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2026\/05\/13\/lia-lhumain-et-les-rh-menent-ver-un-mode-dinteraction-hybride\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019IA, l\u2019humain et les RH m\u00e8nent vers un mode d\u2019interaction hybride.\" \/>\n<meta property=\"og:description\" content=\"Avec l\u2019\u00e9volution rapide des comp\u00e9tences, des technologies ainsi que de l\u2019intelligence artificielle, la formation continue du personnel permet de rester comp\u00e9titif. 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