{"id":31922,"date":"2025-12-02T09:43:59","date_gmt":"2025-12-02T08:43:59","guid":{"rendered":"https:\/\/www.digicontacts.net\/generative-ai-and-customer-relations-prepare-your-contact-center\/"},"modified":"2026-04-15T15:58:51","modified_gmt":"2026-04-15T13:58:51","slug":"generative-ai-and-customer-relations-prepare-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/generative-ai-and-customer-relations-prepare-your-contact-center\/","title":{"rendered":"Generative AI and customer relations : Prepare your contact center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"31922\" class=\"elementor elementor-31922 elementor-31909\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-11697509 e-flex e-con-boxed e-con e-parent\" data-id=\"11697509\" 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-570acda2 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"570acda2\" 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__570acda2\" 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__570acda2\" 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__570acda2\" 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-57595fe9 e-flex e-con-boxed e-con e-parent\" data-id=\"57595fe9\" 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-6577fa6a elementor-widget elementor-widget-text-editor\" data-id=\"6577fa6a\" 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 2026,<strong>generative AI and customer relations<\/strong> form a duo that&#8217;s impossible to ignore. What was once a gadget is now a transformational lever for contact centers, capable of improving service quality, speeding up responses and enriching every interaction with an <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution<\/a>. In a context where customers expect fluid, personalized, <strong class=\"custom-bold\">real-time<\/strong> care, companies need to rethink the way they manage their voice and digital exchanges.  <\/p><p><strong>Generative AI<\/strong> introduces concrete new capabilities: automatic call summaries, <strong class=\"custom-bold\">real-time<\/strong> analysis, recommendations for agents, intelligent prioritization, generation of personalized responses, or even virtual assistants capable of supporting advisors in their repetitive tasks. These functions create immediate operational value, while enhancing the<strong class=\"custom-bold\">user experience<\/strong>. <\/p><p>But this development also raises essential questions: how to secure sensitive data? How can RGPD compliance be ensured? What level of human control needs to be maintained? And above all: what real benefits can a <strong>call center<\/strong> achieve by adopting these technologies?   <\/p><p>Generative AI transforms not only interactions, but also the way we manage knowledge, reduce waiting times and adapt responses to individual needs. It redefines the role of agents, who can concentrate on complex situations with <strong class=\"custom-bold\">high<\/strong> human <strong class=\"custom-bold\">value<\/strong>. <\/p><p>In 2026, the question will no longer be &#8220;should you use generative AI?&#8221; but &#8220;is your center ready to take full advantage of it?&#8221;. The transition is underway: it&#8217;s up to companies to prepare for it. <\/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-2a577080 elementor-widget elementor-widget-heading\" data-id=\"2a577080\" 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\">Understanding generative AI in customer relations: a new paradigm<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a09485c elementor-widget elementor-widget-text-editor\" data-id=\"7a09485c\" 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><strong>Generative AI and <\/strong><strong class=\"custom-bold\">customer relations<\/strong> mark a profound break in the way interactions are handled. To understand this impact, we need to go back to what makes this technology unique. Generative AI is based on <strong class=\"custom-bold\">large language models<\/strong> (LLMs), trained through <strong class=\"custom-bold\">deep learning<\/strong> and <strong class=\"custom-bold\">natural language processing<\/strong>. Unlike traditional systems, it doesn&#8217;t just analyze data: it can produce text, explain, reformulate, anticipate or propose context-sensitive responses.   <\/p><p>This approach differs from analytical AI, which identifies patterns, detects anomalies or classifies requests. Generative AI, on the other hand, creates : <\/p><ul><li><p>Personalized answers,<\/p><\/li><li><p>Call summaries,<\/p><\/li><li><p>Operational suggestions,<\/p><\/li><li><p>Instant analysis to guide the agent.<\/p><\/li><\/ul><p>The capacity of <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-impact-of-artificial-intelligence-on-customer-relations\/\">artificial intelligence in customer relations<\/a> is decisive. Contact centers manage a high volume of interactions, often under great time pressure, while seeking to maintain impeccable language quality. Generative AI answers this equation by producing coherent, contextualized content aligned with customer needs.  <\/p><p>It&#8217;s not designed to replace the human touch. On the contrary, it enhances advisors&#8217; agility by eliminating repetitive tasks, clarifying information and enabling them to focus on complex situations, where empathy and human finesse remain essential. <\/p><p>\ud83d\udca1This development represents a real paradigm shift for <strong class=\"custom-bold\">customer service<\/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-233acef9 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"233acef9\" 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-73767cdb elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"73767cdb\" 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-5d2f707f e-flex e-con-boxed e-con e-parent\" data-id=\"5d2f707f\" 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-3696c32 elementor-widget elementor-widget-heading\" data-id=\"3696c32\" 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 generative AI is transforming voice and digital interaction<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-422d7736 elementor-widget elementor-widget-text-editor\" data-id=\"422d7736\" 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><strong>The integration of generative AI and <\/strong><strong class=\"custom-bold\">customer relations<\/strong> is leading to a new dynamic: that of <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-ai-advantages-and-benefits-for-contact-centers\/\">the augmented agent<\/a>. The aim is not to replace advisors, but to provide them with <strong class=\"custom-bold\">real-time<\/strong> agentic support, capable of making exchanges more efficient, reducing errors and smoothing communications, whether vocal or digital. <\/p><p>One of the most useful advances concerns automatic call summaries. AI listens, transcribes and then structures the key elements: reasons, causes, actions to be taken. This reliable summary reduces the administrative burden and ensures consistent traceability.  <\/p><p>During the exchange,<strong class=\"custom-bold\">generative artificial intelligence<\/strong> suggests formulations in <strong class=\"custom-bold\">real time<\/strong>. It helps the human bot to argue, reformulate, simplify an explanation or adjust the tone for greater relevance. This approach is particularly effective for profiles in training, sensitive situations or moments requiring precise articulation.  <\/p><p>The technology also examines :<\/p><ul><li>Intention detection,<\/li><li>Prioritizing situations,<\/li><li><a href=\"https:\/\/www.digicontacts.net\/en\/blog\/emotional-analysis-customer-relations-lever-for-customer-loyalty\/\">Emotional analysis<\/a>,<\/li><li>Automatic classification of causes,<\/li><li>Instant transcription for more robust monitoring.<\/li><\/ul><p>These signals enrich the context and reinforce the relevance of the content.<\/p><p>The <strong>operational<\/strong> effect is immediate: increased efficiency, more consistent information, fewer errors and a measurable improvement in consumer feedback.<\/p><p>\ud83d\udca1 This logic naturally ties in with the themes already addressed in articles on<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-ai-advantages-and-benefits-for-contact-centers\/\">augmented<\/a> agents or <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/emotional-analysis-customer-relations-lever-for-customer-loyalty\/\">emotional analysis in customer relations<\/a>: AI that accompanies, enlightens and reinforces knowledge of each profile, while remaining under <strong class=\"custom-bold\">human intervention<\/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-96f41f1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"96f41f1\" 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-51ab8ccf elementor-widget elementor-widget-heading\" data-id=\"51ab8ccf\" 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\">From standardized interaction to intelligent customer journeys<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-299dd00e elementor-widget elementor-widget-text-editor\" data-id=\"299dd00e\" 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>One of the major contributions of generative AI to <strong class=\"custom-bold\">customer relations<\/strong> lies in its ability to create truly operational personalization on a <strong class=\"custom-bold\">large scale<\/strong>. Where contact centers were often limited to generic scripts, today&#8217;s models adapt each response according to context, history, preferences and even emotions detected during the exchange. This dynamic personalization transforms standardized interactions into intelligent journeys.  <\/p><p><strong>Generative AI<\/strong> can adjust the level of language, tone, length of response or precision of recommendations according to the <strong>user&#8217;s<\/strong> profile. A novice customer will receive a simple, guided explanation; an expert customer will benefit from more technical, faster and more direct content. <\/p><p>This evolution also affects next-generation <strong>chatbots<\/strong>. Unlike scripted robots, which are limited to a decision tree, these virtual agents generate contextualized, scalable responses. They understand the real intention, rephrase in case of ambiguity, and propose <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solutions adapted<\/a> to the need of the moment.  <\/p><p>There are many possible uses:<\/p><ul><li><p>Customer onboarding with fluid, tailored responses,<\/p><\/li><li><p>More precise and educational technical support,<\/p><\/li><li><p>Intelligent self-care for simple requests,<\/p><\/li><li><p>Assisted sales with personalized recommendations.<\/p><\/li><\/ul><p>The effects are measurable: improved loyalty, higher <strong class=\"custom-bold\">conversion rates<\/strong>, reduced customer effort. Interaction becomes more human, more relevant and better aligned with each consumer&#8217;s expectations. <\/p><p><strong>\ud83d\udccc Discover our <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">AI-boosted customer relationship solution<\/a> for contact centers.<\/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-3f16e753 e-flex e-con-boxed e-con e-parent\" data-id=\"3f16e753\" 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-6442a3e1 e-con-full e-flex e-con e-child\" data-id=\"6442a3e1\" 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-456958fe e-con-full e-flex e-con e-child\" data-id=\"456958fe\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-513d70b9 e-con-full e-flex e-con e-child\" data-id=\"513d70b9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-56362d61 animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"56362d61\" 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-25ba9f67 e-con-full e-flex e-con e-child\" data-id=\"25ba9f67\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7772f315 elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"7772f315\" 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-73fe926a e-con-full e-flex e-con e-child\" data-id=\"73fe926a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13a3344b animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"13a3344b\" 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-1c741820 e-flex e-con-boxed e-con e-parent\" data-id=\"1c741820\" 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-7792117d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7792117d\" 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-7e29b29d elementor-widget elementor-widget-heading\" data-id=\"7e29b29d\" 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 generative AI fits into the contact center ecosystem<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6582ccc7 elementor-widget elementor-widget-text-editor\" data-id=\"6582ccc7\" 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 data-start=\"218\" data-end=\"682\" data-pasted=\"true\">Introducing generative AI and <strong class=\"custom-bold\">customer relations<\/strong> doesn&#8217;t mean replacing existing systems, but reinforcing them. AI fits into the contact center ecosystem by complementing the tools already in place: CRM, ticketing platforms, omnichannel solutions, supervision applications, analysis modules and IVR. It acts as a technological layer that optimizes database processing, accelerates exchanges and facilitates <strong class=\"custom-bold\">decision-making<\/strong>.  <\/p><p data-start=\"684\" data-end=\"1013\">Voice or digital communications can also be coordinated with a conversational <strong>chatbot<\/strong>, call blending solutions or IVRs that gather initial information. AI then intervenes to enrich understanding, formulate a proposal, classify the cause or assist the live human bot. <\/p><p data-start=\"1015\" data-end=\"1273\">This logic is akin to &#8221; <strong>partial<\/strong><strong class=\"custom-bold\">autopilot<\/strong> &#8220;: AI speeds up, clarifies and automates several steps, but the organization retains control via structured rules, validated workflows and compliance-aligned safeguards.<\/p><p data-start=\"1275\" data-end=\"1345\">A complete customer journey illustrates this complementarity:<\/p><ul><li data-start=\"1347\" data-end=\"1370\">Reception by IVR or bot,<\/li><li data-start=\"1372\" data-end=\"1394\">Intention detection,<\/li><li data-start=\"1396\" data-end=\"1435\">Connect with a human profile,<\/li><li data-start=\"1437\" data-end=\"1483\"><strong class=\"custom-bold\">Real-time<\/strong> help (summary, concrete leads),<\/li><li data-start=\"1485\" data-end=\"1522\">Automatic report creation,<\/li><li data-start=\"1524\" data-end=\"1546\">CRM enrichment.<\/li><\/ul><p data-start=\"1548\" data-end=\"1852\"><strong class=\"custom-bold\">Generative artificial intelligence<\/strong> thus becomes a strategic support, capable of improving the fluidity of the journey without transforming the existing ecosystem, while offering a major opportunity for the sector to adopt a more robust, consistent and transformation-oriented approach.<\/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-46ac5825 e-flex e-con-boxed e-con e-parent\" data-id=\"46ac5825\" 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-1a40024e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1a40024e\" 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-417dbebf elementor-widget elementor-widget-heading\" data-id=\"417dbebf\" 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 concrete benefits of generative AI for contact centers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13cc4b74 elementor-widget elementor-widget-text-editor\" data-id=\"13cc4b74\" 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 adoption of generative AI and <strong class=\"custom-bold\">customer relations<\/strong> brings a series of tangible, measurable benefits directly linked to contact center operational challenges. This technology simultaneously optimizes interaction management, human performance and service quality. <\/p><h3>1. Operational time savings<\/h3><p>AI automates repetitive tasks:<\/p><ul><li><p>Call summaries,<\/p><\/li><li><p>Answer generation,<\/p><\/li><li><p>Sorting and classifying requests,<\/p><\/li><li><p>Structured updating of customer files.<\/p><\/li><\/ul><p>These actions significantly reduce non-productive time and allow agents to concentrate on complex interactions.<\/p><h3>2. Improving the quality of exchanges<\/h3><p>Generative models produce responses that are more accurate, better contextualized and in line with the expected tone. Automatic language adjustment improves overall consistency and reduces errors associated with human interpretation. <\/p><h3>3. Optimizing operating costs<\/h3><p>Without getting into a sales pitch, the automation of certain tasks, the reduction in errors and the smoother flow of calls lead to a gradual reduction in operational costs (processing time, post-calls, unnecessary rework).<\/p><h3>4. Enhanced customer satisfaction<\/h3><p>Better response quality, shorter waiting times and a clearer understanding of requests lead to an increase in CSAT and NPS. The customer experience becomes smoother, fairer and less frustrating. <\/p><h3>5. More serene agents, better support<\/h3><p>Reduced cognitive load, formulation assistance and simplified note-taking enhance the agent experience. Training becomes shorter thanks to <strong class=\"custom-bold\">real-time<\/strong> suggestions that act as a &#8220;digital tutor&#8221;. <\/p><h3>6. Accurate representation of demands<\/h3><p>Thanks to automatic transcriptions and classifications, call centers have an instant, reliable view of call patterns.<\/p><p><strong>\ud83d\udccc Discover our article on the <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-impact-of-artificial-intelligence-on-customer-relations\/\">benefits of artificial intelligence in customer relations<\/a> to deepen your knowledge.<\/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-2b789a9e e-flex e-con-boxed e-con e-parent\" data-id=\"2b789a9e\" 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-4df4ad88 elementor-widget elementor-widget-image\" data-id=\"4df4ad88\" 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=\"2048\" height=\"606\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia.webp\" class=\"attachment-full size-full wp-image-25894\" alt=\"Customer relationship solution artificial intelligence\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia.webp 2048w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia-300x89.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia-1024x303.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia-768x227.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia-1536x455.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-ia-710x210.webp 710w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" 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-20cc68e6 e-flex e-con-boxed e-con e-parent\" data-id=\"20cc68e6\" 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-392c5525 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"392c5525\" 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-17021ac2 elementor-widget elementor-widget-heading\" data-id=\"17021ac2\" 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\">5-step roadmap to generative AI in 2026<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f0dc4e3 elementor-widget elementor-widget-text-editor\" data-id=\"3f0dc4e3\" 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 generative AI and <strong class=\"custom-bold\">customer relations<\/strong> isn&#8217;t as simple as activating a chatbot or virtual assistant. Success depends on a structured, progressive and controlled approach. Here&#8217;s a roadmap in 5 key stages, adapted to contact centers in 2026.  <\/p><h3>1. Audit data<\/h3><p>First and foremost, you need to check the quality, accessibility and conformity of the data. Call summaries, CRM histories, audio recordings, tickets&#8230; The cleaner and more contextualized the data, the more relevant the model. This is also the time to assess RGPD compliance and any anonymization requirements.  <\/p><h3>2. Identify high-value use cases<\/h3><p>Start with simple but immediately useful cases:<\/p><ul><li><p>Automatic summaries,<\/p><\/li><li><p>Suggested answers,<\/p><\/li><li><p>Automatic pattern classification,<\/p><\/li><li><p>Assistance with reformulation.<\/p><\/li><\/ul><p>These cases limit the risk, while quickly proving the value of AI.<\/p><h3>3. Defining a governance and ethical framework<\/h3><p>AI must be supervised: rules of use, scope of intervention, human supervision, risk management (bias, hallucinations). A business + IT committee guarantees consistency and alignment. <\/p><h3>4. Train all teams<\/h3><p>Generative AI transforms both practices and tools. Training courses should cover : <\/p><ul><li><p>Consultants (operational use),<\/p><\/li><li><p>Supervisors (control and adjustment),<\/p><\/li><li><p>Managers (piloting),<\/p><\/li><li><p>IT (integration, governance).<\/p><\/li><\/ul><h3>5. Monitor KPIs and adjust<\/h3><p>Integration must be monitored by concrete KPIs:<\/p><ul><li><p>AHT (average processing time),<\/p><\/li><li><p>FCR (first contact resolution),<\/p><\/li><li><p>CSAT,<\/p><\/li><li><p>Backlog,<\/p><\/li><li><p>Information search time,<\/p><\/li><li><p>Quality of abstracts.<\/p><\/li><\/ul><p>These indicators can be used to adjust models, improve workflows and gradually extend use cases.<\/p><p data-pasted=\"true\"><strong>\ud83d\udccc Want to boost your performance? Request a free demo of our   <\/strong><a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\"><strong>AI-powered contact center solution<\/strong><\/a><strong>.<\/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-542418e2 e-flex e-con-boxed e-con e-parent\" data-id=\"542418e2\" 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-7e66ec6d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7e66ec6d\" 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-c45d287 elementor-widget elementor-widget-heading\" data-id=\"c45d287\" 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\">Real-life use cases: what contact centers are already doing in 2026<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84ad2be elementor-widget elementor-widget-text-editor\" data-id=\"84ad2be\" 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 most advanced contact centers have already integrated<strong>generative AI and customer relations <\/strong>into their daily operations. The benefits are visible, measurable and fully aligned with business challenges. <\/p><h3>1. Automatic post-call summaries<\/h3><p>Generative templates instantly produce a structured report: reasons, actions taken, key elements. Agents save time, and document quality becomes consistent. <\/p><h3>2. Intelligent self-care with generative bots<\/h3><p>Next-generation bots understand real intent, rephrase, detect emotion and resolve <strong class=\"custom-bold\">large numbers of<\/strong> requests without rigid scripts. Self-care becomes more fluid and reduces the burden on human teams. <\/p><h3>3. Automatic detection of emergencies<\/h3><p>AI identifies strong signals (anger, distress, technical urgency) and automatically prioritizes treatment. Critical cases are escalated faster, improving satisfaction and risk management. <\/p><h3>4. Real-time help for junior consultants<\/h3><p>Suggested answers, rewordings, simplified explanations and examples of argumentation help new agents to get up to speed more quickly, while ensuring the quality of their answers.<\/p><h3>5. Automated multi-channel analysis<\/h3><p>Emails, chats, <strong class=\"custom-bold\">social networks<\/strong>: AI classifies, prioritizes and contextualizes messages, offering a unified vision of customer needs.<\/p><h3>6. Generation of pedagogical explanations<\/h3><p>AI reformulates technical information into simple, accessible messages, making it easier for customers to understand.<\/p><p>These uses show how generative AI enhances the efficiency, quality and fluidity of customer journeys, without replacing the human touch.<\/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-689021ff elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"689021ff\" 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-29422413 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"29422413\" 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-7fcd05ae e-flex e-con-boxed e-con e-parent\" data-id=\"7fcd05ae\" 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-57a8cf0c elementor-widget elementor-widget-heading\" data-id=\"57a8cf0c\" 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<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57e0f46e elementor-widget elementor-widget-text-editor\" data-id=\"57e0f46e\" 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>Generative AI and <strong class=\"custom-bold\">customer relations<\/strong> opens up a new phase for contact centers: faster, more accurate and better aligned with users&#8217; needs. The benefits are now tangible: <strong class=\"custom-bold\">real-time<\/strong> assistance, <strong class=\"custom-bold\">large-scale<\/strong> personalization, automation of repetitive tasks and instant analysis of interactions. <\/p><p>At the heart of this transformation, advisors remain essential. AI does not replace<strong class=\"custom-bold\">human intelligence<\/strong>; it extends, lightens and strengthens it. But it does require a solid framework: data governance, security, transparency and active supervision.  <\/p><p>In 2026, <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-ai-advantages-and-benefits-for-contact-centers\/\">the contact center will become truly augmented<\/a>: more efficient, more empathetic, better informed. To find out more, explore the page dedicated to<strong class=\"custom-bold\">artificial intelligence<\/strong>, as well as the related in-house articles, to find out more about each use. <\/p><p>The challenge is no longer to adopt AI, but to make it a sustainable lever for<strong class=\"custom-bold\">customer experience<\/strong> and team performance.<\/p><p><strong>\ud83d\udccc Would you like to integrate <\/strong><span data-sheets-root=\"1\" data-pasted=\"true\"><strong><a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution into your contact center<\/a><\/strong><\/span><span data-sheets-root=\"1\" data-pasted=\"true\"><strong>  ? Contact us for a free demo! <\/strong><\/span><\/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-32e30e78 e-flex e-con-boxed e-con e-parent\" data-id=\"32e30e78\" 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-23f6ca3f elementor-widget elementor-widget-heading\" data-id=\"23f6ca3f\" 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-3e8e3a39 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3e8e3a39\" 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-5c015335 e-flex e-con-boxed e-con e-parent\" data-id=\"5c015335\" 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-5e533a21 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=\"5e533a21\" 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 2026, generative AI and customer relations form a duo that is impossible to ignore. What used to be a gadget is now becoming a transformational lever for contact centers [&#8230;]. <\/p>\n","protected":false},"author":1,"featured_media":32491,"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":[37],"tags":[],"class_list":["post-31922","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\/31922","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=31922"}],"version-history":[{"count":0,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/31922\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/32491"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=31922"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=31922"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=31922"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}