{"id":199039,"date":"2026-07-27T03:43:21","date_gmt":"2026-07-27T03:43:21","guid":{"rendered":"https:\/\/sinch.com\/blog\/ia-communications-services-financiers\/"},"modified":"2026-07-27T03:43:21","modified_gmt":"2026-07-27T03:43:21","slug":"ia-communications-services-financiers","status":"publish","type":"blog","link":"https:\/\/sinch.com\/fr\/blog\/ia-communications-services-financiers\/","title":{"rendered":"Investir dans la gouvernance de l&rsquo;IA ne permet pas de maintenir en activit\u00e9 les agents des services financiers"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">La communication client dans les services financiers s&rsquo;exerce sous une pression r\u00e9glementaire constante. Chaque message, des confirmations de paiement de routine aux alertes de fraude, traite des donn\u00e9es sensibles des clients. Il suffit d&rsquo;une mauvaise interaction pour d\u00e9truire des ann\u00e9es de confiance client durement acquise. \u00c0 mesure que l&rsquo;IA s&rsquo;implique davantage dans la relation client, le co\u00fbt d&rsquo;une erreur devient de plus en plus \u00e9lev\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le nouveau rapport de Sinch, le <a href=\"https:\/\/sinch.com\/ai-production-paradox\/\">AI Production Paradox<\/a>, a interrog\u00e9 plus de 500 dirigeants financiers dans 10 r\u00e9gions pour comprendre les ambitions derri\u00e8re leurs programmes d&rsquo;IA, et ce qui les freine.<\/p>\n\n\n\r\n    <nav data-content-type=\"longform\" class=\"toc-block longform-spacings px-5 py-6 px-md-6 px-lg-7 py-md-7 bg-light fs-sm rounded-lg\" aria-labelledby=\"toc-title-4554\"><p class=\"h5 m-0\" id=\"toc-title-4554\">Sommaire<\/p><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">01<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#les-services-financiers-deploient-lia-avec-confiance-et-la-confiance-des-consommateurs-est-en-jeu\">Les services financiers d\u00e9ploient l&rsquo;IA avec confiance, et la confiance des consommateurs est en jeu<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">02<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#meme-les-programmes-dia-les-plus-encadres-font-lobjet-de-retours-en-arriere\">M\u00eame les programmes d&rsquo;IA les plus encadr\u00e9s font l&rsquo;objet de retours en arri\u00e8re<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">03<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#dans-la-finance-chaque-echec-de-lia-est-un-echec-de-la-confiance\">Dans la finance, chaque \u00e9chec de l&rsquo;IA est un \u00e9chec de la confiance<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">04<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#le-secteur-sous-finance-la-couche-dont-depend-la-confiance\">Le secteur sous-finance la couche dont d\u00e9pend la confiance<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">05<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#le-paradoxe-de-la-production-de-lia-decouvrez-comment-les-services-financiers-se-comparent-aux-autres-secteurs\">Le paradoxe de la production de l&rsquo;IA : d\u00e9couvrez comment les services financiers se comparent aux autres secteurs<\/a><\/div><\/div><\/nav>\n\n\n<h2 class=\"wp-block-heading\">Les services financiers d\u00e9ploient l&rsquo;IA avec confiance, et la confiance des consommateurs est en jeu<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Les services\u00a0financiers constituent un environnement complexe pour y introduire l&rsquo;IA. Pour les consommateurs, chaque interaction financi\u00e8re implique un certain degr\u00e9 de prudence, et pour cause.\u00a0<strong>La fraude financi\u00e8re est une r\u00e9alit\u00e9 quotidienne pour des millions de personnes.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les\u00a0<a href=\"https:\/\/www.ftc.gov\/news-events\/news\/press-releases\/2026\/06\/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025\" id=\"https:\/\/www.ftc.gov\/news-events\/news\/press-releases\/2026\/06\/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025\" target=\"_blank\" rel=\"noreferrer noopener\">donn\u00e9es de 2025 sur la protection des consommateurs de la FTC<\/a>\u00a0montrent pr\u00e8s d&rsquo;un milliard de dollars de pertes signal\u00e9es dues \u00e0 des usurpateurs d&rsquo;entreprises, les usurpateurs de banques repr\u00e9sentant les pertes les plus \u00e9lev\u00e9es.\u00a0Juniper a m\u00eame alert\u00e9 d&rsquo;un\u00a0<a href=\"https:\/\/www.juniperresearch.com\/press\/fraud-to-cost-financial-institutions-58bn\/\" id=\"https:\/\/www.juniperresearch.com\/press\/fraud-to-cost-financial-institutions-58bn\/\" target=\"_blank\" rel=\"noreferrer noopener\">raz-de-mar\u00e9e de fraudes par usurpation d&rsquo;identit\u00e9<\/a>\u00a0dans les ann\u00e9es \u00e0 venir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans cet environnement<strong>, la confiance se gagne par des d\u00e9cennies de fiabilit\u00e9, de conformit\u00e9 r\u00e9glementaire stricte et de responsabilit\u00e9<\/strong>. Il n&rsquo;est donc pas surprenant que pr\u00e8s d&rsquo;un tiers des responsables financiers citent les probl\u00e8mes juridiques et de conformit\u00e9 comme le principal obstacle au d\u00e9ploiement de l&rsquo;IA.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Malgr\u00e9 cela,\u00a0<a href=\"https:\/\/sinch.com\/blog\/ai-customer-communications-research\/\" id=\"https:\/\/sinch.com\/blog\/ai-customer-communications-research\/\">les recherches de Sinch montrent que<\/a>\u00a061 %\u00a0des entreprises de services financiers ont\u00a0mis en service des\u00a0agents de communications par IA\u00a0et\u00a052 %\u00a0se disent\u00a0tr\u00e8s confiantes dans leur capacit\u00e9 \u00e0 les d\u00e9ployer \u00e0 grande \u00e9chelle.<\/p>\n\n\n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">61 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p><\/p><p class=\"mb-0\">des entreprises de services financiers ont d\u00e9ploy\u00e9 des agents de communications par IA.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">52 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des entreprises de services financiers sont tr\u00e8s confiantes dans leur pr\u00e9paration \u00e0 l&rsquo;IA.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\n\n<p class=\"wp-block-paragraph\">Le secteur d\u00e9ploie l&rsquo;IA malgr\u00e9 la complexit\u00e9, et avec confiance, car les r\u00e9compenses potentielles en valent la peine. Bien que le support client soit une priorit\u00e9 pour 50 % des institutions financi\u00e8res, le secteur ne s&rsquo;arr\u00eate pas l\u00e0. <a href=\"https:\/\/sinch.com\/blog\/financial-services-predictions\/\">Il pousse l&rsquo;IA dans les communications aux enjeux les plus \u00e9lev\u00e9s<\/a>, o\u00f9 la confiance des clients et la s\u00e9curit\u00e9 sont en jeu. <strong>La pr\u00e9vention des fraudes<\/strong> est le deuxi\u00e8me objectif le plus important de l&rsquo;IA (43 %), un chiffre plus \u00e9lev\u00e9 que dans tout autre secteur. <strong>La v\u00e9rification d&rsquo;identit\u00e9<\/strong> suit de pr\u00e8s (33 %).<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Quels domaines de la communication client votre entreprise privil\u00e9gie-t-elle pour le d\u00e9ploiement d&rsquo;agents IA ? (S\u00e9lectionnez jusqu&rsquo;\u00e0 trois options.)<\/strong><\/p>\n\n\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n        \r\n                                <div class=\"d-flex gap-4 flex-column\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"bar\" data-chart-percentage=\"true\" data-chart-track=\"true\" data-chart-max=\"100\" data-chart-color=\"#2977ff\" data-chart-values=\"[&quot;50&quot;,&quot;43&quot;,&quot;33&quot;,&quot;29&quot;,&quot;29&quot;,&quot;29&quot;,&quot;27&quot;,&quot;25&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Service client et support&quot;,&quot;Pr\\u00e9vention des fraudes et s\\u00e9curit\\u00e9&quot;,&quot;V\\u00e9rification et authentification d&#039;identit\\u00e9&quot;,&quot;Notifications transactionnelles et alertes&quot;,&quot;Int\\u00e9gration des clients et gestion de leur cycle de vie&quot;,&quot;Engagement marketing et prospection&quot;,&quot;Conformit\\u00e9 et gestion des consentements&quot;,&quot;Assistance commerciale et qualification&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>Les recherches de Sinch (2026) montrent que le secteur des services financiers d\u00e9ploie des agents IA pour le service client et le support (50 %), la pr\u00e9vention des fraudes et la s\u00e9curit\u00e9 (43 %), ainsi que la v\u00e9rification et l&rsquo;authentification des identit\u00e9s (33 %)<\/sub><\/em><\/p>\n\n\n\n<br>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsqu&rsquo;une transaction suspecte est signal\u00e9e,\u00a0un agent IA peut contacter le client en quelques secondes, confirmer s&rsquo;il en est l&rsquo;auteur et r\u00e9soudre le probl\u00e8me rapidement avant\u00a0que des dommages permanents ne soient caus\u00e9s.\u00a0En\u00a0fait, dans de nombreux cas,\u00a0<strong>la pr\u00e9vention des fraudes bas\u00e9e sur l&rsquo;IA\u00a0stoppera m\u00eame la fraude avant qu&rsquo;elle ne se produise r\u00e9ellement<\/strong>,\u00a0en bloquant\u00a0certaines\u00a0actions avant qu&rsquo;elles n&rsquo;impactent le client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La confiance du client d\u00e9pend de la fa\u00e7on dont les agents IA g\u00e8rent ces\u00a0situations et les interactions\u00a0client\u00a0qui suivent, et les recherches montrent que cette confiance durement acquise est mise \u00e0 l&rsquo;\u00e9preuve.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00eame les programmes d&rsquo;IA les plus encadr\u00e9s font l&rsquo;objet de retours en arri\u00e8re<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Dans les services financiers, les enjeux sont importants pour chaque communication par IA.\u00a0Ce n&rsquo;est pas une surprise, puisque\u00a0chaque\u00a0interaction\u00a0touche \u00e0\u00a0l&rsquo;argent et aux donn\u00e9es des clients, ainsi qu&rsquo;\u00e0 la confiance qu&rsquo;ils ont plac\u00e9e\u00a0dans l&rsquo;entreprise qui les d\u00e9tient.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les institutions financi\u00e8res ont r\u00e9agi comme on pouvait s&rsquo;y attendre de la part d&rsquo;un secteur hautement r\u00e9glement\u00e9 : en investissant dans la gouvernance. Et dans une certaine mesure, cet investissement porte ses fruits. Nos recherches ont r\u00e9v\u00e9l\u00e9 que chaque \u00e9tape suppl\u00e9mentaire dans <strong>la maturit\u00e9 des garde-fous double la probabilit\u00e9 pour les entreprises de services financiers<\/strong> d&rsquo;op\u00e9rer au niveau de d\u00e9ploiement le plus avanc\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ainsi, contrairement \u00e0 ce que le march\u00e9 avait suppos\u00e9,\u00a0la complexit\u00e9 de la conformit\u00e9 et la gouvernance n&#8217;emp\u00eachent pas\u00a0les entreprises\u00a0de d\u00e9ployer un agent IA. Mais\u00a0elles n&#8217;emp\u00eachent pas non plus les retours en arri\u00e8re. Nos donn\u00e9es montrent que\u00a0<strong>69 % des agents IA du secteur ont \u00e9t\u00e9\u00a0retir\u00e9s\u00a0en raison d&rsquo;un \u00e9chec de gouvernance<\/strong>, \u00e0 peine cinq points en dessous de la moyenne mondiale du taux de retrait.\u00a0Et ce chiffre est encore plus \u00e9lev\u00e9 pour les entreprises les plus encadr\u00e9es.<\/p>\n\n\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-light\" data-theme=\"dark\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-651b0759656682b27798fcd26ee0f412\">\r\n            \u00ab Le secteur a suppos\u00e9 qu&rsquo;une meilleure gouvernance conduisait \u00e0 de meilleurs r\u00e9sultats. Mais ce n&rsquo;est pas suffisant : si la gouvernance \u00e9tait la solution, les \u00e9quipes les plus matures feraient moins de retours en arri\u00e8re, et non davantage. \u00bb        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/12\/SI-Photo-daniel-morris.png\" alt=\"Photo de Daniel Morris\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-651b0759656682b27798fcd26ee0f412\">\r\n                        Daniel Morris                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CPO chez Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n\n\n<p class=\"wp-block-paragraph\">Des taux de retrait plus faibles ne sont pas n\u00e9cessairement une indication du succ\u00e8s de l&rsquo;IA dans une entreprise. Ils pourraient tr\u00e8s bien \u00eatre le signe d&rsquo;une mauvaise surveillance. Mais lorsque sept entreprises sur dix ayant d\u00e9ploy\u00e9 un agent IA ont d\u00fb proc\u00e9der \u00e0 un retrait, cela souligne un probl\u00e8me plus profond que le secteur n&rsquo;a pas encore r\u00e9ussi \u00e0 r\u00e9soudre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Dans la finance, chaque \u00e9chec de l&rsquo;IA est un \u00e9chec de la confiance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsque, dans les services financiers,\u00a0une <a href=\"https:\/\/sinch.com\/blog\/ai-chatbot-failures\/\" id=\"https:\/\/sinch.com\/blog\/ai-chatbot-failures\/\">interaction par l&rsquo;IA \u00e9choue<\/a>,\u00a0cela met les consommateurs en danger et nuit \u00e0 la relation qu&rsquo;ils ont construite avec l&rsquo;entreprise au fil des ann\u00e9es.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Il s&rsquo;agit d&rsquo;un agent IA qui n&rsquo;envoie pas l&rsquo;alerte de fraude pour laquelle il a \u00e9t\u00e9 sp\u00e9cifiquement d\u00e9ploy\u00e9. Ou d&rsquo;un agent qui r\u00e9v\u00e8le les d\u00e9tails d&rsquo;un compte \u00e0 la mauvaise personne, ou qui indique avec certitude le mauvais solde ou taux hypoth\u00e9caire. <strong>L&rsquo;exposition des donn\u00e9es des clients et les hallucinations<\/strong> sont les deux principales causes de retrait des agents IA, \u00e0 hauteur de 27 % et 21 % respectivement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans le secteur des services financiers, ces modes de d\u00e9faillance\u00a0sont \u00e0 la fois des \u00e9checs de conformit\u00e9 et de confiance.\u00a0C&rsquo;est pourquoi,\u00a0pour les responsables financiers,\u00a0l&rsquo;impact commercial le plus important\u00a0des \u00e9checs des agents\u00a0IA\u00a0est l&rsquo;atteinte \u00e0 la r\u00e9putation, devant la surcharge op\u00e9rationnelle\u00a0\u2013 la principale pr\u00e9occupation \u00e0 l&rsquo;\u00e9chelle mondiale.\u00a0C&rsquo;est \u00e9galement la seule cons\u00e9quence qui ne peut \u00eatre r\u00e9par\u00e9e.<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Lorsqu&rsquo;une interaction client g\u00e9r\u00e9e par un agent d&rsquo;AI \u00e9choue en raison d&rsquo;un probl\u00e8me technique (r\u00e9ponse lente, contexte perdu, informations incorrectes), quel est l&rsquo;impact commercial le plus important ?<\/strong><\/p>\n\n\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;39&quot;,&quot;29&quot;,&quot;19&quot;,&quot;10&quot;,&quot;4&quot;]\" data-chart-colors=\"[&quot;#fada5a&quot;,&quot;#85b6ff&quot;,&quot;#2977ff&quot;,&quot;#1750c2&quot;,&quot;#7fc7af&quot;]\" data-chart-titles=\"[&quot;Dommages \\u00e0 la r\\u00e9putation et perte de confiance du client&quot;,&quot;Forte augmentation de la charge sur les agents de support humain&quot;,&quot;Mauvais scores de satisfaction client (CSAT\\\/NPS)&quot;,&quot;Perte directe de revenus (transactions abandonn\\u00e9es, \\u00e9checs de conversion)&quot;,&quot;Retards dans le d\\u00e9ploiement de nouveaux produits ou fonctionnalit\\u00e9s&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #fada5a\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>39%<\/span> Dommages \u00e0 la r\u00e9putation et perte de confiance du client            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #85b6ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>29%<\/span> Forte augmentation de la charge sur les agents de support humain            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #2977ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>19%<\/span> Mauvais scores de satisfaction client (CSAT\/NPS)            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #1750c2\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>10%<\/span> Perte directe de revenus (transactions abandonn\u00e9es, \u00e9checs de conversion)            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #7fc7af\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>4%<\/span> Retards dans le d\u00e9ploiement de nouveaux produits ou fonctionnalit\u00e9s            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>Les recherches de Sinch (2026) montrent que l&rsquo;atteinte \u00e0 la r\u00e9putation et la perte de confiance des clients d\u00e9passent la charge du support client comme principal impact\u00a0commercial\u00a0de l&rsquo;\u00e9chec d&rsquo;un agent IA<\/sub><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le secteur sous-finance la couche dont d\u00e9pend la confiance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Les services\u00a0financiers\u00a0investissent\u00a0massivement\u00a0dans\u00a0leur\u00a0atout le plus important : la confiance des clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En fait, <strong>la confiance, la s\u00e9curit\u00e9 et la conformit\u00e9<\/strong> constituent la principale cat\u00e9gorie de d\u00e9penses dans les services financiers (78 %), bien devant <strong>le d\u00e9veloppement d&rsquo;agents IA<\/strong> (67 %). Mais ces d\u00e9penses ne comblent pas l&rsquo;\u00e9cart entre le d\u00e9ploiement d&rsquo;un agent et son maintien en activit\u00e9.<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Quels domaines feront l&rsquo;objet du plus grand nombre d&rsquo;investissements pour le d\u00e9ploiement de votre agent de communication IA en 2026 ? (S\u00e9lectionnez vos 3 principales priorit\u00e9s)<\/strong><\/p>\n\n\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n        \r\n                                <div class=\"d-flex gap-4 flex-column\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"bar\" data-chart-percentage=\"true\" data-chart-track=\"true\" data-chart-max=\"100\" data-chart-color=\"#2977ff\" data-chart-values=\"[&quot;77&quot;,&quot;67&quot;,&quot;56&quot;,&quot;51&quot;,&quot;40&quot;,&quot;7&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Confiance, s\\u00e9curit\\u00e9 et conformit\\u00e9&quot;,&quot;D\\u00e9veloppement et d\\u00e9ploiement d&#039;agents d&#039;IA&quot;,&quot;Infrastructure de communication et fiabilit\\u00e9&quot;,&quot;Int\\u00e9gration et exp\\u00e9rience d\\u00e9veloppeur&quot;,&quot;Statistiques et optimisation&quot;,&quot;Consolidation des fournisseurs et simplification&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<br>\n\n\n\n<p class=\"wp-block-paragraph\">C&rsquo;est parce que souvent, le probl\u00e8me n&rsquo;est pas l&rsquo;agent IA lui-m\u00eame. C&rsquo;est l&rsquo;infrastructure sur laquelle il repose.\u00a0Nos recherches ont r\u00e9v\u00e9l\u00e9 que <strong>la satisfaction \u00e0 l&rsquo;\u00e9gard de l&rsquo;infrastructure de communications est le meilleur indicateur de r\u00e9ussite du d\u00e9ploiement de l&rsquo;IA<\/strong>\u00a0\u2013 plus fort que le niveau d&rsquo;investissement dans l&rsquo;IA, la maturit\u00e9 ou la sophistication de la gouvernance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pourtant, nos conclusions sugg\u00e8rent que l&rsquo;investissement dans les infrastructures a encore une marge de progression dans le secteur. Alors que 83 % des institutions financi\u00e8res conviennent qu&rsquo;une infrastructure hautement performante est essentielle ou tr\u00e8s importante pour d\u00e9ployer l&rsquo;IA en toute s\u00e9curit\u00e9, seules 56 % d&rsquo;entre elles en font r\u00e9ellement une priorit\u00e9 lors de leurs investissements, soit cinq points en dessous de la moyenne de 61 %.<\/p>\n\n\n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">83 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des entreprises de services financiers affirment qu&rsquo;une infrastructure de communications tr\u00e8s performante est essentielle ou tr\u00e8s importante.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">56 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des entreprises de services financiers privil\u00e9gient les investissements dans l&rsquo;infrastructure de communications et la fiabilit\u00e9.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\n\n<p class=\"wp-block-paragraph\">Bien que les investissements en infrastructures soient l\u00e9g\u00e8rement \u00e0 la tra\u00eene dans les services financiers, le secteur a commenc\u00e9 \u00e0 \u00e9valuer de nouveaux fournisseurs. 83 % des institutions financi\u00e8res de notre \u00e9tude ont d\u00e9j\u00e0 des <strong>conversations actives ou exploratoires avec des fournisseurs alternatifs<\/strong>. Dans les services financiers, les entreprises invoquant un manque d&rsquo;int\u00e9grations de l&rsquo;IA sont 2,4 fois plus susceptibles d&rsquo;\u00e9valuer un nouveau fournisseur, et celles invoquant une mauvaise fiabilit\u00e9 le sont 1,4 fois plus.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le paradoxe de la production de l&rsquo;IA : d\u00e9couvrez comment les services financiers se comparent aux autres secteurs<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Dans les services financiers, chaque alerte de fraude qui ne se d\u00e9clenche pas, chaque solde communiqu\u00e9 avec certitude mais erron\u00e9, a un impact commercial r\u00e9el. Mais faire \u00e9voluer les communications par IA\u00a0<a href=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\" id=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\">sans risquer la confiance des clients<\/a>\u00a0va bien au-del\u00e0 de l&rsquo;investissement dans la gouvernance. Tout repose sur l&rsquo;infrastructure qui sous-tend l&rsquo;agent, o\u00f9 la conformit\u00e9 est int\u00e9gr\u00e9e et\u00a0<strong>o\u00f9 chaque interaction maintient ou d\u00e9truit la confiance<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les\u00a0<a href=\"http:\/\/sinch.com\/ai-production-paradox\" id=\"http:\/\/sinch.com\/ai-production-paradox\">AI Production Paradox<\/a>\u00a0plonge dans les perspectives de 2 527 chefs d&rsquo;entreprise pour comprendre o\u00f9 commencent ces \u00e9checs, ce qu&rsquo;ils co\u00fbtent et pourquoi l&rsquo;infrastructure sous-jacente \u00e0 l&rsquo;agent d\u00e9termine qui prend l&rsquo;avantage. D\u00e9couvrez comment les services financiers\u00a0se comparent\u00a0et ce qui distingue les programmes d&rsquo;IA les plus matures.<\/p>\n\n\n\r\n    <aside data-content-type=\"longform\"  class=\"banner-block longform-spacings rounded-lg shadow-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-light\" data-theme=\"dark\" aria-labelledby=\"banner-block-block_9b5e3685a2a5df53d7cef0ad31a78759\">\r\n                    <p class=\"text-uppercase section-caption text-body-color\">\r\n                The AI Production Paradox            <\/p>\r\n                            <p class=\"h4 text-accent fw-bold\" id=\"banner-block-block_9b5e3685a2a5df53d7cef0ad31a78759\">\r\n                Ce que les dirigeants d&rsquo;entreprise apprennent \u00e0 leurs d\u00e9pens concernant l&rsquo;IA en production            <\/p>\r\n                            <div class=\"mb-0 text-body-color\">\r\n                                    <div class=\"content-body mb-0 text-body-color\"><p class=\"mb-0\">D\u00e9couvrez ce que plus de 2 500 d\u00e9cideurs d&rsquo;entreprise ont r\u00e9v\u00e9l\u00e9 sur les v\u00e9ritables d\u00e9fis du d\u00e9ploiement de l&rsquo;IA \u00e0 grande \u00e9chelle.<\/p><\/div>\r\n                            <\/div>\r\n        \r\n        <div class=\"text-start mt-5\"><a href=\"https:\/\/sinch.com\/ai-production-paradox\/\"  class=\"btn btn-secondary\" >D\u00e9couvrez les r\u00e9sultats<\/a><\/div>\r\n    <\/aside>\r\n\r\n","protected":false},"author":92,"featured_media":197482,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[336],"class_list":["post-199039","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-insights-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Communication client par IA dans les services financiers [Rapport] - Sinch<\/title>\n<meta name=\"description\" content=\"Sinch a interrog\u00e9 500 dirigeants des services financiers pour d\u00e9couvrir ce qui \u00e9choue lorsque les communications client par IA entrent en production. 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