{"id":176776,"date":"2026-09-21T15:56:36","date_gmt":"2026-09-21T15:56:36","guid":{"rendered":"https:\/\/business.udemy.com\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/"},"modified":"2026-09-28T13:56:52","modified_gmt":"2026-09-28T13:56:52","slug":"how-iag-made-learning-conversational-with-ai-integrating-udemy","status":"publish","type":"customers","link":"https:\/\/business.udemy.com\/fr\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/","title":{"rendered":"Comment IAG a rendu l’apprentissage conversationnel avec l’IA, en int\u00e9grant Udemy"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"single-award-winner-case-study.php","resource_type":[7],"class_list":["post-176776","customers","type-customers","status-publish","hentry","resource_type-case-study","post","without-featured-image"],"acf":{"choose_resource_hubs":["default"],"publish_to_selected_resource_hubs":["yes"],"company_logo":176846,"display_video_module":false,"award_selection":"2026_engagement_excellence","page_sections_to_display":["challenge","solution","results","looking_ahead"],"cta_buttons_to_display":["download_case_study","request_demo"],"archive_thumbnail":{"ID":176846,"id":176846,"title":"IAG","filename":"IAG-1.png","filesize":37568,"url":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","link":"https:\/\/business.udemy.com\/fr\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/attachment\/iag-2\/","alt":"","author":"177","description":"","caption":"","name":"iag-2","status":"inherit","uploaded_to":176776,"date":"2026-09-08 14:59:20","modified":"2026-09-08 14:59:20","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/business.udemy.com\/wp-includes\/images\/media\/default.png","width":596,"height":348,"sizes":{"thumbnail":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-150x88.png.webp","thumbnail-width":150,"thumbnail-height":88,"medium":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-300x175.png","medium-width":300,"medium-height":175,"medium_large":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","medium_large-width":596,"medium_large-height":348,"large":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","large-width":596,"large-height":348,"1536x1536":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","1536x1536-width":596,"1536x1536-height":348,"2048x2048":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","2048x2048-width":596,"2048x2048-height":348,"genesis-block-theme-featured-image":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","genesis-block-theme-featured-image-width":596,"genesis-block-theme-featured-image-height":348,"genesis-block-theme-featured-image-wide":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","genesis-block-theme-featured-image-wide-width":596,"genesis-block-theme-featured-image-wide-height":348,"genesis-block-theme-logo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-300x175.png","genesis-block-theme-logo-width":300,"genesis-block-theme-logo-height":175,"genesis-block-theme-mobile":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-480x280.png","genesis-block-theme-mobile-width":480,"genesis-block-theme-mobile-height":280}},"page_title":"Comment IAG a rendu l'apprentissage conversationnel avec l'IA, en int\u00e9grant Udemy","resource_topics":["ai_transformation"],"company_name":"IAG (Insurance Australia Group)","year_award_name":"Laur\u00e9at r\u00e9gional\u00a02026","category_name":"Excellence en mati\u00e8re de participation","industry_text":"Services financiers","company_hq_text":"Sydney, Australie","number_of_employees_text":"+\u00a0de\u00a02\u00a0000","office_locations_text":"Australie et Nouvelle-Z\u00e9lande","business_outcomes_repeater":[{"stat_number":"4.0","stat_description":"Note moyenne des utilisateurs sur\u00a05"},{"stat_number":"100%","stat_description":"Les utilisateurs estiment que Tolbot comprenait leurs requ\u00eates"},{"stat_number":"80%","stat_description":"Les utilisateurs estiment que les recommandations correspondaient \u00e0 leurs prompts"}],"challenge_heading":"R\u00e9duire la friction dans la d\u00e9couverte de l'apprentissage","challenge_description":"

IAG (Insurance Australia Group) est un assureur g\u00e9n\u00e9ral de premier plan en Australie et en Nouvelle-Z\u00e9lande, engag\u00e9 \u00e0 rendre le monde plus s\u00fbr. Via sa division Technology & Operations, IAG investit dans la construction de capacit\u00e9s pr\u00eates pour l’avenir, en tirant parti de solutions d’apprentissage innovantes et de l’IA pour permettre \u00e0 ses employ\u00e9s de d\u00e9velopper en continu les comp\u00e9tences n\u00e9cessaires pour soutenir les clients, les partenaires et les communaut\u00e9s.<\/span><\/em> La division Technology & Operations d’IAG (T&O) devait rendre l’apprentissage plus accessible et pertinent pour son personnel. Avec des milliers de cours disponibles sur plusieurs plates-formes, les employ\u00e9s ont \u00e9t\u00e9 confront\u00e9s \u00e0 une surcharge cognitive et \u00e0 des frictions lors de la recherche d’apprentissages pertinents. L’entreprise voulait passer d’un mod\u00e8le d’apprentissage passif, bas\u00e9 sur un catalogue, \u00e0 un comportement actif de r\u00e9solution de probl\u00e8mes o\u00f9 les employ\u00e9s recherchent l’apprentissage en r\u00e9ponse \u00e0 des besoins r\u00e9els.<\/span> <\/span> <\/span>Pour y parvenir, elle avait besoin d’une solution capable de fournir le bon apprentissage aux bonnes personnes au bon moment, sans exiger que les employ\u00e9s naviguent de mani\u00e8re ind\u00e9pendante dans des syst\u00e8mes complexes.<\/span> <\/span> <\/span>\u00ab\u00a0Notre \u00e9quipe de direction applique les principes de la science de l’apprentissage en se concentrant sur la r\u00e9duction de la charge cognitive, en permettant l’apprentissage autodirig\u00e9 et en alignant l’apprentissage sur de r\u00e9elles voies professionnelles\u00a0\u00bb, a d\u00e9clar\u00e9 Sheryn Crummy, Responsable de la division Technology & Operations.<\/span><\/p>\n","solution_heading":"Tolbot apporte l'IA conversationnelle \u00e0 l'apprentissage","solution_description":"

IAG a d\u00e9velopp\u00e9 Tolbot, un assistant d’apprentissage en IA conversationnelle int\u00e9gr\u00e9 dans l’\u00e9cosyst\u00e8me GENI AI de l’entreprise, garantissant la gouvernance, la s\u00e9curit\u00e9 et l’\u00e9volutivit\u00e9. Tolbot int\u00e8gre du contenu d’Udemy et d’autres sources en un seul point d’entr\u00e9e, permettant aux employ\u00e9s de poser des questions bas\u00e9es sur le r\u00f4le ou les comp\u00e9tences en langage naturel et de recevoir instantan\u00e9ment des recommandations d’apprentissage personnalis\u00e9es.<\/span> <\/span> <\/span>La solution a \u00e9t\u00e9 con\u00e7ue pour transformer l’apprentissage, d’une activit\u00e9 ax\u00e9e sur la recherche en une exp\u00e9rience conversationnelle, refl\u00e9tant la mani\u00e8re dont les gens cherchent naturellement des conseils aupr\u00e8s de leurs coll\u00e8gues. Les recommandations d’apprentissage sont li\u00e9es au Skills and Careers Framework d’IAG, garantissant que le contenu est directement pertinent pour les r\u00f4les et la progression de carri\u00e8re, et pas seulement d’un int\u00e9r\u00eat g\u00e9n\u00e9ral. Parmi les principales fonctionnalit\u00e9s, on peut citer\u00a0:<\/span> <\/span> <\/span>\u2022 Requ\u00eates en langage naturel\u00a0: <\/b>les employ\u00e9s interagissent en utilisant des prompts conversationnels, ce qui int\u00e8gre la d\u00e9couverte d’apprentissage au flux de travail plut\u00f4t qu’en faire une activit\u00e9 s\u00e9par\u00e9e.<\/span> <\/span>\u2022 Recommandations personnalis\u00e9es\u00a0: <\/b>Tolbot recommande du contenu Udemy bas\u00e9 sur des demandes individuelles, le contexte du r\u00f4le et les aspirations en mati\u00e8re de comp\u00e9tences, garantissant que l’apprentissage est personnalis\u00e9 selon les besoins de chaque employ\u00e9.<\/span> <\/span>\u2022 Alignement avec le cadre de comp\u00e9tences\u00a0: <\/b>les recommandations sont ancr\u00e9es dans le Skills and Careers Framework d’IAG, et assurent l’alignement avec les priorit\u00e9s de l’entreprise en mati\u00e8re de capacit\u00e9s.<\/span> <\/span>\u2022 Micro-apprentissage\u00a0: <\/b> recommandations courtes et cibl\u00e9es qui \u00e9vitent de submerger les apprenants avec des catalogues complets, pour des moments d’apprentissage rapides et cibl\u00e9s qui s’int\u00e8grent dans des journ\u00e9es de travail charg\u00e9es.<\/span> <\/span>\u2022 Acc\u00e8s sans friction\u00a0: <\/b> disponible via le T&O Learning Center, sans installation, et les recommandations Udemy peuvent \u00eatre ouvertes sur mobile pour apprendre sur diff\u00e9rents appareils.<\/span> <\/span> <\/span>\u00ab\u00a0Tolbot est un exemple phare de la mani\u00e8re dont nous avons mis en \u0153uvre un apprentissage int\u00e9gr\u00e9 et personnalis\u00e9 \u00e0 grande \u00e9chelle\u00a0\u00bb, affirme Sheryn Crummy.<\/span><\/p>\n","results_heading":"Note utilisateur de 4,0 et des centaines de prompts","results_description":"

Tolbot a permis de passer d’un mod\u00e8le passif d’apprentissage, ax\u00e9 sur le catalogue, \u00e0 un comportement actif de r\u00e9solution de probl\u00e8mes. L’initiative a r\u00e9duit le temps pass\u00e9 \u00e0 chercher des apprentissages sur les plates-formes, a diminu\u00e9 la charge cognitive et les frictions dans l’acc\u00e8s au contenu, et a permis un renforcement des capacit\u00e9s plus rapide et plus cibl\u00e9, align\u00e9 sur les comp\u00e9tences pr\u00eates pour l’avenir. La plate-forme a obtenu une note moyenne des utilisateurs de 4,0 sur\u00a05, ce qui d\u00e9montre la forte valeur per\u00e7ue par les employ\u00e9s.<\/span> <\/span> <\/span>Les employ\u00e9s ont fait \u00e9tat de solides performances en compr\u00e9hension\u00a0; 60\u00a0% des utilisateurs \u00e9tant fortement d’accord et 40\u00a0% d’accord pour dire que Tolbot comprenait leurs requ\u00eates d’apprentissage. Les recommandations ont montr\u00e9 une grande pertinence per\u00e7ue, avec 40\u00a0% des utilisateurs \u00e9tant d’accord et 40\u00a0% \u00e9tant fortement d’accord que les recommandations de Tolbot correspondaient \u00e0 leurs demandes sp\u00e9cifiques. L’utilisation a \u00e9t\u00e9 soutenue au fil des mois, avec 132\u00a0questions pos\u00e9es au lancement (mai) et davantage dans les mois suivants, montrant une int\u00e9gration constante dans les habitudes de travail quotidiennes.<\/span> <\/span> <\/span>\u00ab\u00a0En tant que praticienne du changement, je peux adapter les prompts \u00e0 mon niveau d’exp\u00e9rience et aux comp\u00e9tences sp\u00e9cifiques que je souhaite d\u00e9velopper et acc\u00e9der instantan\u00e9ment \u00e0 un apprentissage pertinent. Je partage cette astuce avec tous ceux que je c\u00f4toie\u00a0\u00bb, explique Sonia D’Souza, Responsable du Changement, T&O Execution Strategy and Transformational Change.<\/span><\/p>\n","looking_ahead_heading":"D\u00e9veloppement en cours","looking_ahead_description":"

IAG continue d’\u00e9largir les capacit\u00e9s de Tolbot, et pr\u00e9voit d’approfondir l’int\u00e9gration du cadre, d’\u00e9largir les sources de contenu et de personnaliser davantage les recommandations d’apprentissage pour favoriser le d\u00e9veloppement continu des employ\u00e9s.<\/span> \u00ab\u00a0Gr\u00e2ce \u00e0 Udemy\u00a0\u00bb, <\/span>explique Mme Crummy, \u00ab\u00a0<\/span>nous avons transform\u00e9 l’apprentissage d’un mod\u00e8le passif bas\u00e9 sur un catalogue en un comportement actif de r\u00e9solution de probl\u00e8mes, o\u00f9 les employ\u00e9s recherchent un apprentissage qui r\u00e9pond \u00e0 leurs besoins\u00a0\u00bb. <\/span><\/p>\n","cta_heading":"D\u00e9couvrez Udemy\u00a0Business en action.","cta_subheading":"Commencez d\u00e8s aujourd'hui.","case_study_pdf_download_url":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG_OAA_Case-Study_One-Pager.pdf"},"yoast_head":"\n\u00c9tude de cas client - Comment IAG a rendu l'apprentissage conversationnel avec l'IA, en int\u00e9grant Udemy - 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