{"id":31446,"date":"2025-09-22T16:42:29","date_gmt":"2025-09-22T14:42:29","guid":{"rendered":"https:\/\/www.digicontacts.net\/augmented-contact-center-agent-definition-uses-and-benefits\/"},"modified":"2025-12-18T17:21:32","modified_gmt":"2025-12-18T16:21:32","slug":"augmented-contact-center-agent-definition-uses-and-benefits","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/augmented-contact-center-agent-definition-uses-and-benefits\/","title":{"rendered":"Augmented contact center agent: definition, uses and benefits"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"31446\" class=\"elementor elementor-31446 elementor-31404\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-30e5a1d7 e-flex e-con-boxed e-con e-parent\" data-id=\"30e5a1d7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4516c438 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"4516c438\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;Aucun titre n\\u2019a \\u00e9t\\u00e9 trouv\\u00e9 sur cette page.&quot;,&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;},&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\tContents\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__4516c438\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-down\"><\/i><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__4516c438\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-up\"><\/i><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__4516c438\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-104558cd e-flex e-con-boxed e-con e-parent\" data-id=\"104558cd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7ff5c4fd elementor-widget elementor-widget-text-editor\" data-id=\"7ff5c4fd\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In a context where customer expectations are multiplying and speed of response is becoming a decisive criterion, <strong class=\"custom-bold\">contact centers<\/strong> must constantly innovate.<strong class=\"custom-bold\">Artificial intelligence<\/strong> has become a major lever for transformation. It does not replace the human being, but accompanies him or her, giving rise to a new figure: the<strong class=\"custom-bold\">augmented<\/strong> <strong class=\"custom-bold\">contact center<\/strong><strong class=\"custom-bold\">agent<\/strong>.  <\/p><p>This agent combines relational skills with the power of <strong class=\"custom-bold\">technological tools<\/strong>, such as AI co-pilots, <strong class=\"custom-bold\">real-time<\/strong> suggestion systems or multilingual automatic translators. In concrete terms, this means less time spent on repetitive tasks, and more availability to handle complex or <strong class=\"custom-bold\">high value-added<\/strong> requests. <\/p><p>The stakes are not just operational: the<strong class=\"custom-bold\">augmented agent<\/strong> improves the quality of <strong class=\"custom-bold\">customer relations<\/strong>, reduces the mental workload of teams and encourages them to <strong class=\"custom-bold\">develop their skills<\/strong>. For companies, this translates into greater efficiency, increased satisfaction and stronger customer loyalty. <\/p><p>More and more platforms, like those offered by specialist players such as digiCONTACTS, are integrating these functionalities into an <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution<\/a> to meet the needs of modern <strong class=\"custom-bold\">contact centers<\/strong>. A development that is profoundly redefining the way in which interactions between customers and advisors are built up on a daily basis. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57459f73 elementor-widget elementor-widget-heading\" data-id=\"57459f73\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is an augmented agent? A clear, operational definition <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ca3843e elementor-widget elementor-widget-text-editor\" data-id=\"5ca3843e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In the context of contact centers, an<strong>augmented agent<\/strong> is an advisor who combines human skills with advanced artificial intelligence tools. Unlike a conventional agent who relies solely on his or her expertise and internal procedures, the augmented agent benefits from real-time assistance: suggested responses, tone and emotion analysis, multilingual translation, or even immediate access to an AI-enhanced knowledge base. <\/p><p>It&#8217;s important to distinguish this hybrid agent from a <strong>chatbot<\/strong> or <strong>virtual agent<\/strong>. The latter fully automate certain interactions, often for simple or repetitive requests. The augmented agent, on the other hand, remains at the heart of the conversation: the technology doesn&#8217;t replace it, but acts as a co-pilot, optimizing its responsiveness, precision and ability to personalize the exchange.  <\/p><p>Its fields of application are many and varied:<\/p><ul><li><p><strong>Customer support and after-sales service<\/strong> to resolve incidents faster.<\/p><\/li><li><p><strong>Telesales and B2B<\/strong> with targeted recommendations based on customer profile.<\/p><\/li><li><p><strong>Multilingual support<\/strong> with instant translation.<\/p><\/li><\/ul><p>Technologies include generative AI, NLP (natural language processing), speech recognition, emotional analysis and real-time assistance tools.<\/p><table><thead><tr><th><p><strong>Profile<\/strong><\/p><\/th><th><p><strong>Forces<\/strong><\/p><\/th><th><p><strong>Limits<\/strong><\/p><\/th><\/tr><\/thead><tbody><tr><td><p><strong>Classic agent<\/strong><\/p><\/td><td><p>Human relations, empathy<\/p><\/td><td><p>High cognitive load, slowness<\/p><\/td><\/tr><tr><td><p><strong>Increased agent<\/strong><\/p><\/td><td><p>Human + AI, speed, customization<\/p><\/td><td><p>Requires training and integration<\/p><\/td><\/tr><tr><td><p><strong>Chatbot\/virtual<\/strong><\/p><\/td><td><p>24\/7 availability, automation<\/p><\/td><td><p>Lack of emotion, limited interaction<\/p><\/td><\/tr><\/tbody><\/table><p> <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77225bff elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"77225bff\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d782908 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3d782908\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d093a1d e-flex e-con-boxed e-con e-parent\" data-id=\"5d093a1d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-727bdaca elementor-widget elementor-widget-heading\" data-id=\"727bdaca\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why are contact centers banking on the augmented agent?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79ebbbe3 elementor-widget elementor-widget-text-editor\" data-id=\"79ebbbe3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For several years now, customer relations departments have been facing increasing challenges. Increasing volumes on digital and telephone channels complicate the coordination of exchanges. At the same time, teams have to cope with high staff turnover, often caused by the mental burden of multiple requests. This climate weakens the transmission of best practices and slows down the stabilization of teams. At the same time, users expect fast, accurate, inconsistency-free feedback, which imposes an increasingly demanding pace.    <\/p><p>The use of<strong>contact center augmented<\/strong> agents is part of an in-depth transformation process. This new profile is based on a combination of human support and automation technologies. By relieving employees of repetitive or time-consuming tasks, such as checking a file or rephrasing an e-mail, the assistant agent frees up time and refocuses exchanges on active listening.  <\/p><p>Several concrete benefits follow:<\/p><ul><li><p>A reduction in processing time, enabling us to absorb more requests during peak periods,<\/p><\/li><li><p>An improved customer experience, thanks to automatic detection of requests and the suggestion of coherent responses,<\/p><\/li><li><p>Reinforced support for new arrivals, with co-pilots supporting each interaction,<\/p><\/li><li><p>A direct impact on operational efficiency, estimated at up to +30% according to McKinsey.<\/p><\/li><\/ul><p>In short, the augmented customer agent is not simply a technical evolution: it&#8217;s a <strong>change of posture<\/strong> that enables centers to remain agile, while maintaining a <strong>coherent service offering<\/strong> in the face of constantly evolving expectations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5303f18b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5303f18b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24f07b4 elementor-widget elementor-widget-heading\" data-id=\"24f07b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How does an augmented agent work?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17a19993 elementor-widget elementor-widget-text-editor\" data-id=\"17a19993\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This new profile is based on a synergy between human posture and conversational innovation. The aim is not to replace employees, but to <strong>reinforce their capabilities<\/strong>, providing them with dynamic assistance throughout their exchanges. <\/p><h3>An interface enhanced by advanced technologies<\/h3><p>In a modernized control environment, several modules <strong>automate the<\/strong> most demanding <strong>tasks<\/strong> and enrich interactions. Here are a few concrete examples of their use: <\/p><ul><li><p><strong>Conversational bots<\/strong> capable of decoding natural language and extracting intent from the very first words spoken,<\/p><\/li><li><p><strong>Intelligent reformulation tools<\/strong>, which suggest alternatives more suited to the tone of the dialogue,<\/p><\/li><li><p><strong>Detection of emotional signals<\/strong>, to nuance the response in cases of frustration, urgency or misunderstanding,<\/p><\/li><li><p><strong>Instant access to knowledge sources<\/strong>, to avoid manual navigation through multiple interfaces,<\/p><\/li><li><p><strong>Live suggestions<\/strong>, aligned with the context of the request, with the possibility of validation or modification by the operator.<\/p><\/li><\/ul><p>These modules are orchestrated within a unified environment based on technologies such as NLP, machine learning and predictive analytics.<\/p><h3>Time-saving collaboration<\/h3><p><strong>The agent-assistant function<\/strong> can be compared to that of a co-pilot: always active, but never a decision-maker. It <strong>reduces the mental load<\/strong>, makes dialogues more fluid and increases the reliability of exchanges. For example:  <\/p><ul><li><p>During a phone call, a summary appears on the screen, facilitating immediate resolution.<\/p><\/li><li><p>On a written channel, the suggestion of pre-populated words or content speeds up handling.<\/p><\/li><\/ul><p><strong>This advance<\/strong> optimizes employees&#8217; daily lives, while <strong>improving the final impact<\/strong> on the brand and service offering.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-492cc66b e-flex e-con-boxed e-con e-parent\" data-id=\"492cc66b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-35d4a85a e-con-full e-flex e-con e-child\" data-id=\"35d4a85a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-db6276c e-con-full e-flex e-con e-child\" data-id=\"db6276c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5378ef3b e-con-full e-flex e-con e-child\" data-id=\"5378ef3b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ac4fa89 animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"5ac4fa89\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_left   ekit_heading_tablet-   ekit_heading_mobile-text_center\"><h3 class=\"elementskit-section-subtitle   ekit-heading__subtitle-has-border\">\n\t\t\t\t\t\tFree demonstration\n\t\t\t\t\t<\/h3><h3 class=\"ekit-heading--title elementskit-section-title \">Improve your customer relations <span>start today<\/span>.<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-752f734c e-con-full e-flex e-con e-child\" data-id=\"752f734c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7fe8d22d elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"7fe8d22d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-reservez-votre-demo whitespace--normal\" id=\"\">\n\t\t\t\t\tBook your demo<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-63b1e229 e-con-full e-flex e-con e-child\" data-id=\"63b1e229\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cdd7435 animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"cdd7435\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png\" class=\"attachment-full size-full wp-image-24341\" alt=\"Free demo customer relationship solution\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-55676e3a e-flex e-con-boxed e-con e-parent\" data-id=\"55676e3a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2c8ba03f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2c8ba03f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b23faaf elementor-widget elementor-widget-heading\" data-id=\"b23faaf\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What skills do you need to become an augmented customer advisor?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70b5ce46 elementor-widget elementor-widget-text-editor\" data-id=\"70b5ce46\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The emergence of<strong>augmented agents in contact centers<\/strong> is profoundly transforming the role of customer advisor. While technological tools provide invaluable assistance, they also require an evolution in skills, both technical and human. <\/p><h3>The key skills of an augmented advisor<\/h3><p>To <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-impact-of-artificial-intelligence-on-customer-relations\/\">take full advantage of AI and offer quality customer relations<\/a>, several skills become essential:<\/p><ul><li><p><strong>Critical thinking<\/strong>: know how to evaluate and sort the suggestions put forward by the AI so as to keep control of the exchange.<\/p><\/li><li><p><strong>Fluency with digital tools<\/strong>: seamless navigation between CRM, communication software and support interfaces.<\/p><\/li><li><p><strong>Empathy and emotional intelligence<\/strong>: maintaining a strong human relationship, by detecting and understanding customers&#8217; emotions.<\/p><\/li><li><p><strong>Ability to collaborate with AI<\/strong>: consider algorithms as co-pilots and not as a constraint.<\/p><\/li><li><p><strong>Ability to manage complexity<\/strong>: integrate information from multiple channels and databases in real time<\/p><\/li><\/ul><p>This evolution does not mean dehumanizing the profession. On the contrary, it values qualities such as listening, adaptation and creativity, which complement the power of automation. <\/p><p>\ud83d\udccc <strong>Read also<\/strong>: <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-impact-of-artificial-intelligence-on-customer-relations\/\">Artificial intelligence and customer relations<\/a> &#8211; discover how AI is transforming the everyday customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2b0b6c1d e-flex e-con-boxed e-con e-parent\" data-id=\"2b0b6c1d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-49a99a4c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"49a99a4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66a20fa9 elementor-widget elementor-widget-heading\" data-id=\"66a20fa9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Set up an augmented agent in your contact center<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a98f45 elementor-widget elementor-widget-text-editor\" data-id=\"2a98f45\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Adopting an approach such as the<strong>augmented customer agent<\/strong> involves much more than simply deploying software. It&#8217;s a <strong>gradual transformation<\/strong>, combining operational strategy, innovation and team ownership. Here are the main stages in effectively structuring this evolution.  <\/p><h3>Framing uses and defining objectives<\/h3><p>Before taking any initiative, start by asking the right questions: which customer paths need to be rethought? Which tasks should be <strong>automated<\/strong> as a priority, using bots or conversational suggestions? What levers can be used to <strong>reduce the workload<\/strong> or <strong>increase the accuracy<\/strong> of exchanges (average processing time, number of e-mails processed, post-contact feedback)?  <\/p><p>This <strong>initial summary<\/strong> avoids overly broad approaches and ensures a pragmatic, targeted framing.<\/p><h3>Tool selection and team preparation<\/h3><p>Once the scope has been defined, you need to choose solutions that are compatible with existing business environments (CRM APIs, telephony, ticketing&#8230;). Also check RGPD compliance and security protocols, particularly in the case of <strong>voice detection<\/strong> or language analysis. <\/p><p>On the employee side, <strong>the managerial attitude<\/strong> counts: a skills enhancement plan, adapted tutorials or a test period can help facilitate appropriation.<\/p><h3>Continuous monitoring and updating of models<\/h3><p>The deployment of an <strong>assist agent<\/strong> is based on a logic of<strong>continuous improvement<\/strong>. This implies : <\/p><ul><li><p>Data analysis via a dashboard,<\/p><\/li><li><p>User feedback,<\/p><\/li><li><p>Regular evolution of scenarios: new keywords, updated business rules, enhanced <strong>machine learning<\/strong> modules.<\/p><\/li><\/ul><p>Implemented methodically, this concept <strong>frees up time<\/strong>, streamlines processes and <strong>enhances the customer experience<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-75b92f41 e-flex e-con-boxed e-con e-parent\" data-id=\"75b92f41\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1561217d elementor-widget elementor-widget-image\" data-id=\"1561217d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/technologie-intelligence-artificielle.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-24338\" alt=\"Intelligence Artificielle\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/technologie-intelligence-artificielle.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/technologie-intelligence-artificielle-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-60a4e54 e-flex e-con-boxed e-con e-parent\" data-id=\"60a4e54\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-26bf5983 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"26bf5983\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-701074ce elementor-widget elementor-widget-heading\" data-id=\"701074ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The augmented agent as an HR and managerial lever<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22c0ed5c elementor-widget elementor-widget-text-editor\" data-id=\"22c0ed5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Much more than a productivity tool, the<strong>augmented contact center agent<\/strong> has become a <strong>strategic lever<\/strong> for managerial transformation. By <strong>automating<\/strong> low-value-added <strong>tasks<\/strong> and providing assistance in the background, it becomes possible to <strong>reduce operational pressure<\/strong> while reinforcing teams&#8217; sense of control. <\/p><p>On the supervisory side, managers can rely on systems capable of <strong>suggesting live<\/strong> advice, analyzing past interactions or identifying areas for improvement. This ability to synthesize information provides a clear view of each employee&#8217;s level, and enables more targeted support to be provided, without waiting for traditional monthly reviews. <\/p><p>By analyzing written or vocal exchanges, these tools also reveal very concrete areas for improvement: quality of listening, formulation, or adaptation to multiple <strong>communication channels<\/strong>. This makes it easier to identify needs for skills upgrading, and to make the most of each person&#8217;s specific know-how. <\/p><p>This more flexible, data-driven managerial model generates a <strong>lasting positive effect<\/strong>: stronger commitment, a sense of evolution, reduced staff turnover. The<strong>augmented agent<\/strong> thus becomes a <strong>vector of cultural transformation<\/strong>, capable of creating a more stable, motivating work climate, better connected to overall HR objectives. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6969acf0 e-flex e-con-boxed e-con e-parent\" data-id=\"6969acf0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-145c3e73 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"145c3e73\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-410e029b elementor-widget elementor-widget-heading\" data-id=\"410e029b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why digiCONTACTS facilitates the integration of an augmented agent<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-778dabfa elementor-widget elementor-widget-text-editor\" data-id=\"778dabfa\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The success of a<strong>contact center augmented agent<\/strong> project depends on a platform capable of <strong>connecting humans, voice flows and existing systems<\/strong>, without compromising operational fluidity. That&#8217;s exactly what digiCONTACTS offers, based on an<strong> open, cloud-based<\/strong> <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution<\/a> designed for use <strong>in the field<\/strong>. <\/p><p>The tool integrates naturally with CRM, ERP or business software environments, thanks to ready-to-use connectors. This <strong>interoperability<\/strong> avoids technical disruptions, while <strong>optimizing the use<\/strong> of existing resources. The aim is to enable any organization, whatever its level of digital maturity, to <strong>implement<\/strong> an intelligent assistant without overhauling its information system.  <\/p><p>On the team side, digiCONTACTS <strong>directly suggests<\/strong> language elements, offers a summary reading of the emotions expressed, and provides immediate access to useful resources. On the management side, <strong>dashboards<\/strong> help to monitor indicators, identify blocking points, and implement appropriate actions. <\/p><p>By combining <strong>technical flexibility<\/strong>, an <strong>omnichannel vision<\/strong> and the ability to adapt to needs in the field, digiCONTACTS acts as a <strong>strategic lever<\/strong> at the service of your <strong>contact center augmented agent project<\/strong>, capable of <strong>transforming your organization in a measurable and sustainable way<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b930c73 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"5b930c73\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f183316 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1f183316\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3beff44 e-flex e-con-boxed e-con e-parent\" data-id=\"3beff44\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-423de308 elementor-widget elementor-widget-heading\" data-id=\"423de308\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: towards an enhanced future of customer relations<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bc0ec17 elementor-widget elementor-widget-text-editor\" data-id=\"3bc0ec17\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The<strong>augmented contact center agent<\/strong> illustrates a profound transformation in <strong>relationship management<\/strong>. By combining human intelligence and automated assistance, it acts as a catalyst for <strong>operational development<\/strong>, while alleviating pressure on teams. Thanks to advanced functionalities such as voice synthesis and sentiment detection, it provides targeted assistance throughout <strong>conversations<\/strong>, without ever replacing human decision-making.  <\/p><p>This model enables you to <strong>better structure<\/strong> exchanges, <strong>reduce mental workloads<\/strong> and streamline processes, while maintaining a high level of <strong>service quality<\/strong>. By targeting priority use cases and introducing an iterative approach, you can quickly see concrete effects: lower turnover, greater commitment, and increased autonomy. <\/p><p>Behind this breakthrough lies a clear logic: rethink your <strong>relationship strategy<\/strong> by relying on platforms like <strong>digiCONTACTS<\/strong>, designed to evolve with your needs. Adopting this type of solution <strong>guarantees more precise management<\/strong>, better-supported teams, and a relationship that&#8217;s more in tune with today&#8217;s expectations. <\/p><p data-pasted=\"true\">\ud83d\udccc Discover our <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution<\/a> for customer relations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-642f0323 e-flex e-con-boxed e-con e-parent\" data-id=\"642f0323\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-50d456e2 elementor-widget elementor-widget-heading\" data-id=\"50d456e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Our latest news<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-509d58d2 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"509d58d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-49376262 e-flex e-con-boxed e-con e-parent\" data-id=\"49376262\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6b0a3fb7 elementor-grid-tablet-3 elementor-grid-3 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"6b0a3fb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns_tablet&quot;:&quot;3&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32647 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"150\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp\" class=\"attachment-medium size-medium wp-image-32650\" alt=\"\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1024x512.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-768x384.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1536x769.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-scaled.webp 1920w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-710x355.webp 710w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" >\n\t\t\t\tCall numbers, spam, answering: 7 levers to protect your caller reputation in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, it&#8217;s not just your teams that determine your pick-up rate. Smartphones and algorithms filter your calls even before your customers answer them. The\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" aria-label=\"Read more about Call numbers, spam, answering: 7 levers to protect your caller reputation in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32449 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32457\" alt=\"Agent augment\u00e9 et relation client : les avantages de l\u2019IA en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" >\n\t\t\t\tAugmented agent and customer relations: the benefits of AI in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>By 2026, the augmented agent and customer relationship will no longer be a &#8220;concept&#8221;, but an operational standard. With generative AI, intelligent automation and omnichannel\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" aria-label=\"Read more about Augmented agent and customer relations: the benefits of AI in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32431 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32462\" alt=\"IPBX et Relation Client : Am\u00e9liorer la joignabilit\u00e9 en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" >\n\t\t\t\tIPBX and Customer Relations : Improving reachability in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, reachability is no longer limited to answering. It is measured across the entire customer journey: accessibility, response time, omnichannel continuity and abandonment rates\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" aria-label=\"Read more about IPBX and Customer Relations : Improving reachability in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In a context where customer expectations are multiplying and speed of response is becoming a decisive criterion, contact centers must constantly innovate [&#8230;].<\/p>\n","protected":false},"author":1,"featured_media":31406,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[34],"tags":[],"class_list":["post-31446","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"contentshake_article_id":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/31446","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/comments?post=31446"}],"version-history":[{"count":0,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/31446\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/31406"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=31446"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=31446"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=31446"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}