Customer service: the real question is no longer how much to automate, but where to stop
Companies are seeking to automate their customer relationships more and more. Yet, the automation rate should not be an objective in itself. As artificial intelligence absorbs simple requests, it concentrates complex situations in human hands. The real challenge is therefore no longer just knowing what technology can automate, but deciding where automation should stop. This...
After ChatGPT, the Next AI Battle Will Be Over Infrastructure
For two years, companies have focused their efforts on a single question: which artificial intelligence model should we choose? ChatGPT, Gemini, Claude, Mistral… Comparisons have multiplied. Executive teams have evaluated performance, tested conversational assistants, and begun integrating AI into their processes. Yet this question is becoming secondary. The real transformation is no longer solely about...
WAIB Summit 2026: Are We Really Ready for What’s Coming with Artificial Intelligence?
Report on the panel discussion "The AI Moment: Are We Really Ready for What's Coming?" This panel discussion organized as part of the WAIB Summit 2026 in Monaco had the merit of shifting perspectives. The question posed was not about what AI can do today, but rather about our collective capacity to absorb the transformations...
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...
How to Make Your Brand Visible in Generative AIs?
For over twenty years, companies have learned to be visible on Google. They optimized their websites, worked on their natural referencing, developed their presence on social networks and invested in content creation. Today, a new transformation is underway. Users no longer simply search for information. They directly ask ChatGPT, Gemini, Claude, Perplexity or Mistral to...
GEO: How to Make a Brand Visible in Generative AI?
For twenty years, companies have learned how to become visible on Google. They worked on their natural referencing, keywords, backlinks, landing pages, paid campaigns, and social media presence. Digital marketing was built around a simple idea: being found at the right time by the right customer. This logic remains important. But it is no longer...