Artificial Intelligence and customer service: why Gartner predicts the return of humans by 2027
Total Automation of Customer Service Will Not Happen Since the emergence of generative artificial intelligence in businesses, one scenario has become prevalent in many technology discussions. Customer contact centers would be destined to gradually disappear in favor of chatbots capable of instantly responding to consumer requests. The promises are appealing. Cost reduction, permanent availability, capacity...
AWS at Revolution Summit, Onepoint 2025: AI, Between Innovation Driver and Productivity Accelerator
Revolution Summit, May 2025 On the Revolution Summit 2025 stage, Stephan Hadinger, Director and Head of Technology at AWS, opened a strategic session by posing a fundamental question: "Is AI a productivity tool or an innovation driver?" A question that resonates strongly in digital ecosystems where generative AI is emerging as the catalyst for a...
Why 40% of Agentic AI Projects Will Fail by 2027 According to Gartner — Analysis and Recommendations for Businesses
The promise was immense: that of autonomous, proactive artificial intelligence, capable of acting in a contextualized manner and profoundly transforming organizations. Two years later, the enthusiasm confronts a harsher reality. On June 25, 2025, Gartner released a straightforward prediction. More than 40% of Agentic AI projects will be abandoned by the end of 2027, due...