Grégoire P.

MANAGEMENT OF THE IMPLEMENTATION OF THE ZENDESK TICKETING TOOL WITH GPT-4o AI FROM OPENAI, AND OTHER CUSTOMER SERVICE TOOLS FOR FDJ

• Assistance in developing the multichannel strategy (chat, email, phone) for customers
• Setting up needs assessment workshops with economies of scale through the use of artificial intelligence (LLM) with use cases

• Formalizing functional and AI project design
• Defining routing/triggers
• Roadmap
• Back-office administration

• Setting up 2 Help Centers (Zendesk Knowledge) with FAQs and forms (Zendesk Mail)
• Setting up the AI chatbot (GPT-4o from OpenAI) with pre-qualification and processing, then connection (if needed) to an agent
• Setting up phone support (Zendesk Call) with IVR
• Coordinating stakeholders (editor, developers, configurations, business teams, suppliers)
• Deployment with key milestones
• Progressive configuration
• UAT
• Support for arbitration

• Tool maintenance (dailies, business feedback, issue resolution, relations with editors, developers, monitoring OpenAI AI versions and engine training, etc.)

• Use case 1: Internal Customer Service - enabling agents to query the external knowledge base (FAQ) and the internal "IT backbone." Features: AI-powered search on the web or files/folders, AI classification of player dependency, AI suggestions for gifts/promotions to give to the player, AI summary of multi-channel agent/player conversations
• Use case 2: External facing players - setting up an LLM chatbot based on GPT-4o from OpenAI. 30% reduction in player queries within 30 days (access to profile/game data)

• analysis of digital presence versus competitors
• CRM selection
• analysis of off/online sales strategy
• recommendations: AI usage (focus on LLM and automation with n8n), digital, marketing, sales, organization

• subcontracting development (+15% overall revenue): manufacturing contracts for new climbing holds brands (previously: 4 brands, now: 8 brands) at the production site (contact, exchanges & negotiations, project management until production)
• marketing strategy and tools: Implementation of Brevo CRM to align sales and marketing (formerly SendInBlue) & Zendesk (management of sales tasks, increase in prospect database, customer follow-up automation, acquisition funnel and lead nurturing)
• implementation of an API between Copilot (MS365 AI) and Brevo CRM, AI objective: provide personalized insights and recommendations to 3 people (sales/marketing): Copilot AI searches all product information in the documentation, Copilot AI analyzes long documents (summaries, proposal drafting, etc.), Copilot AI summarizes calls, video conferences, emails; creation of an AI agent (N8N) to create SEO content to improve natural referencing
• review of the international distribution strategy (20 countries): review of sales tiers, development of partnership relations for non-French speakers
• team: recruitment of 2 managers (Purchasing & Logistics Manager, Export Sales Manager) and support
• communication: implementation of regular newsletters, relaunching company visibility on social networks (Instagram, Facebook, management of video/CM provider)
• website review for redesign: writing specifications