Agentic AI in Contact Centres: Between the Promise and the Reality
Agentic AI is everywhere in conferences, analyst reports and vendor pitches. It exists, it works, and it already delivers measurable results in certain contexts. But between what it does in demos and what it actually deploys operationally in a contact centre, there is a gap that few articles take the time to measure honestly. This […]
Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
How Data and AI Are Transforming Quality Management in Contact Centres
Discover how AI and semantic analysis enable contact centres to analyse 100% of customer conversations and turn quality monitoring into a strategic performance lever. Share on Table of contents Contact centres typically analyse between 3% and 5% of their customer interactions. The remaining 95% disappear without ever being reviewed — not through lack of ambition, […]
Insurance: Automating without dehumanizing claims management
Automating insurance claims management: how to do it right When journey design makes all the difference Share on Table of contents Automating claims management is achievable, cost-effective, and fully compatible with European regulation — provided you do not focus solely on operational efficiency. Insurers who succeed at this transformation work on three dimensions simultaneously: the […]
Live Chat and Conversational AI: The Complete Guide to Transforming Your Customer Relationship
This guide gives you the keys to building a successful chat strategy—from human-AI hybridization to the optimization of your customer journeys. Share In a context where 72% of customer interactions now take place through digital channels (compared with just 11% in 2017), live chat has become a powerful differentiator. But between technology and human connection, […]
