{"id":9847,"date":"2025-09-12T11:04:00","date_gmt":"2025-09-12T15:04:00","guid":{"rendered":"https:\/\/answersystem.com\/?p=9847"},"modified":"2026-10-08T17:38:21","modified_gmt":"2026-10-08T21:38:21","slug":"blog-future-of-customer-service","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/blog-future-of-customer-service\/","title":{"rendered":"L'avenir du service client : les humains, l'IA ou les deux ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9847\" class=\"elementor elementor-9847\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-446b94d e-con e-atomic-element e-flexbox-base e-default-div e-446b94d-86157ad \" data-id=\"446b94d\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"446b94d\" data-e-type=\"e-flexbox\" data-id=\"446b94d\">\n    <div class=\"elementor-element elementor-element-b76359e e-con e-atomic-element e-flexbox-base e-default-div e-b76359e-4c9dc80 \" data-id=\"b76359e\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"b76359e\" data-e-type=\"e-flexbox\" data-id=\"b76359e\">\n    <div class=\"elementor-element elementor-element-a84fc0a e-con e-atomic-element e-flexbox-base e-default-div \" data-id=\"a84fc0a\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"a84fc0a\" data-e-type=\"e-flexbox\" data-id=\"a84fc0a\">\n    <div class=\"elementor-element elementor-element-3795674 e-con e-atomic-element e-flexbox-base e-default-div \" data-id=\"3795674\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"3795674\" data-e-type=\"e-flexbox\" data-id=\"3795674\">\n    \t\t<div class=\"elementor-element elementor-element-08f592c elementor-toc--content-ellipsis elementor-widget__width-initial elementor-widget elementor-widget-table-of-contents\" data-id=\"08f592c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;exclude_headings_by_selector&quot;:[],&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:150,&quot;sizes&quot;:[]},&quot;marker_view&quot;:&quot;numbers&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_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet_extra&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_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h2 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__08f592c\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\n<\/div>\n\t\t<div class=\"elementor-element elementor-element-e7b8d5d elementor-widget elementor-widget-text-editor\" data-id=\"e7b8d5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a40df9a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a40df9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><p>The <a href=\"https:\/\/answernet.com\/solutions\/inbound\/telephone-answering-service\/\" target=\"_blank\" rel=\"noopener\"><strong>phone rings<\/strong><\/a>, an <a href=\"https:\/\/answernet.com\/solutions\/automated\/email-management\/\" target=\"_blank\" rel=\"noopener\"><strong>email dings<\/strong><\/a> and a <a href=\"https:\/\/answernet.com\/solutions\/automated\/ai-chatbot\/\" target=\"_blank\" rel=\"noopener\"><strong>chat bubble<\/strong><\/a> pops up. Customers are everywhere and the question businesses keep circling back to is deceptively simple: who should answer? A human? A bot? Some shape-shifting partnership between the two?<\/p><p>We at <a href=\"https:\/\/answernet.com\/\" target=\"_blank\" rel=\"noopener\"><strong>AnswerNet<\/strong><\/a> know that the future of <a href=\"https:\/\/answernet.com\/solutions\/inbound\/customer-service-and-support-3\/\" target=\"_blank\" rel=\"noopener\"><strong>customer service<\/strong><\/a> is not a sterile hall of robots, nor a nostalgic return to all-human <a href=\"https:\/\/answernet.com\/solutions\/bpo\/\" target=\"_blank\" rel=\"noopener\"><strong>contact centers<\/strong><\/a>. It\u2019s messy, hybrid and alive with both possibility and contradiction. Over the course of this article, we\u2019ll showcase how both human customer service tools and AI tools come up short before exploring the fantastic mixture that will carry us into the future.<\/p><p>\u00a0<\/p><h2><strong>The Limits of Human Service<\/strong><\/h2><p>Humans bring the spark. The pause before replying. The sigh that says, \u201cI hear you.\u201d But we also delay responses because we misjudge queues, lose track of waiting customers who \u201csilently abandon\u201d as they close the chat window unnoticed, and waste precious agent time on ghosts.<\/p><p><a href=\"https:\/\/arxiv.org\/abs\/2304.11754\" target=\"_blank\" rel=\"noopener\"><strong>A 2023 study<\/strong><\/a> by Castellanos, Yom-Tov, and Goldberg dives into this fog: they estimate 30\u201367% of abandoning customers vanish without warning, dragging service efficiency down 5\u201315% as agents continue to chase conversations that died in silence. It\u2019s like pouring water into a sieve. Agents might think they\u2019re connecting, but some of their efforts are truly lost.<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79feafb elementor-widget elementor-widget-button\" data-id=\"79feafb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/answernet.com\/the-future-of-personalized-customer-engagement-blending-ai-and-human-touch\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Use AI to Realize The Future of Personalized Customer Engagement<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed4dd8f elementor-widget elementor-widget-text-editor\" data-id=\"ed4dd8f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a40df9a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a40df9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-element elementor-element-a40df9a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a40df9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><h2><strong>The Limits of AI<\/strong><\/h2><p>AI drafts replies in milliseconds, handles the 10,000th \u201cWhat\u2019s my order status?\u201d without groaning and never asks for a lunch break. Businesses see efficiency and cost control, but customers see a nuisance, even if the bot nails the answer.<\/p><p>A <a href=\"https:\/\/academic.oup.com\/jcr\/article\/50\/4\/848\/7100346?login=false\" target=\"_blank\" rel=\"noopener\"><strong>2023 study in the Journal of Consumer Research<\/strong><\/a> found that even when an interaction with a bot matches an interaction with a human, customers still report lower satisfaction. Buyers rated their experience worse often because they suspect the automation is there for the company\u2019s sake, not theirs. There\u2019s little a company can do to change that ingrained perception.<\/p><p>\u00a0<\/p><h2><strong>The Answer: Tech With a Human Touch<\/strong><\/h2><p>Here\u2019s the paradox and the promise: customers crave both rapid clarity and human resonance. They want answers fast and also want to feel heard.<\/p><p>Enter <a href=\"https:\/\/www.library.hbs.edu\/working-knowledge\/when-ai-chatbots-help-people-be-more-human\" target=\"_blank\" rel=\"noopener\"><strong>Harvard Business School<\/strong><\/a>. In a landmark 2025 randomized field experiment, researchers studied 256,934 chat-based conversations at a meal-delivery service. Agents with AI-generated response suggestions replied 22% faster, and sentiment scores rose. Less experienced agents saw 70% faster replies and jumps in satisfaction.<\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fc232b elementor-widget elementor-widget-button\" data-id=\"1fc232b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/answernet.com\/blog-ways-improve-customer-service\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Learn 8 Ways to Improve Your Customer Service<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-beb297b elementor-widget elementor-widget-text-editor\" data-id=\"beb297b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2><strong>The Emerging Hybrid Model<\/strong><\/h2><p>Smart businesses are treating AI as an apprentice, not a replacement. Picture it:<\/p><ul><li>Virtual <a href=\"https:\/\/answernet.com\/solutions\/inbound\/virtual-receptionist\/\" target=\"_blank\" rel=\"noopener\"><strong>AI assistants<\/strong><\/a> triage incoming messages, route them to the right queue and draft suggested replies.<\/li><li>Humans <a href=\"https:\/\/answernet.com\/solutions\/inbound\/live-chat\/\" target=\"_blank\" rel=\"noopener\"><strong>step in<\/strong><\/a> for judgment calls, emotional conversations or anything where nuance rules.<\/li><li>After the interaction, AI summarizes the chat, logs the ticket and nudges next steps.<\/li><\/ul><p>The result? Customers get speed and sincerity. Teams get relief from the grunt work. Businesses get efficiency without sacrificing soul.<\/p><p>\u00a0<\/p><h2><strong>The Advanced, Humanistic Customer Service Future<\/strong><\/h2><p>So, humans, AI or both? The answer, maddeningly and beautifully, is both.<\/p><p>Not because the tech isn\u2019t ready. Not because people can\u2019t scale. But because customer service, at its core, isn\u2019t about efficiency. It\u2019s about <a href=\"https:\/\/answernet.com\/about\/testimonials\/\" target=\"_blank\" rel=\"noopener\"><strong>connection<\/strong><\/a>. And connection needs two things: the speed of machines and the soul of people.<\/p><p>AnswerNet will help you connect with your customers. To blend tech with a human touch, reach out <a href=\"https:\/\/answernet.com\/contact-us\/\" target=\"_blank\" rel=\"noopener\"><strong>here<\/strong><\/a> or click the button below to get in contact.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c2a196 elementor-widget elementor-widget-button\" data-id=\"9c2a196\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#services-form\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Get Started Now<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-efcf620 e-con e-atomic-element e-flexbox-base e-default-div e-efcf620-291fd41 \" data-id=\"efcf620\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"efcf620\" data-e-type=\"e-flexbox\" data-id=\"efcf620\">\n    <div class=\"elementor-element elementor-element-824ffd9 e-con e-atomic-element e-flexbox-base e-default-div e-824ffd9-075ce5f \" data-id=\"824ffd9\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"824ffd9\" data-e-type=\"e-flexbox\" data-id=\"824ffd9\">\n    \n<\/div>\n<div class=\"elementor-element elementor-element-8d4eb74 e-con e-atomic-element e-flexbox-base e-default-div e-8d4eb74-1dcf797 \" data-id=\"8d4eb74\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"8d4eb74\" data-e-type=\"e-flexbox\" data-id=\"8d4eb74\">\n    <div class=\"elementor-element elementor-element-5ccf9fa e-con e-atomic-element e-flexbox-base e-default-div e-5ccf9fa-997e68f \" data-id=\"5ccf9fa\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"5ccf9fa\" data-e-type=\"e-flexbox\" data-id=\"5ccf9fa\">\n    \t\t<div class=\"elementor-element elementor-element-db3766d elementor-widget elementor-widget-heading\" data-id=\"db3766d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Related articles you may enjoy:<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e7c7da elementor-widget elementor-widget-text-editor\" data-id=\"9e7c7da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li><p><a href=\"https:\/\/answernet.com\/overwhelmed-by-data-discover-how-edward-tuftes-visualization-techniques-turn-confusion-into-clarity\/\" target=\"_blank\" rel=\"noopener\">Overwhelmed by Data? Discover How Edward Tufte\u2019s Visualization Techniques Turn Confusion Into Clarity<\/a><\/p><\/li><li><p><a href=\"https:\/\/answernet.com\/the-biggest-advance-in-call-center-tech-ai-driven-learning-and-gamification\/\" target=\"_blank\" rel=\"noopener\">The BIGGEST Advance in Call Center Tech: AI-Driven Learning and Gamification<\/a><\/p><\/li><li><p><a href=\"https:\/\/answernet.com\/how-to-master-mediums-of-communication-in-business\/\" target=\"_blank\" rel=\"noopener\">How to Master Mediums of Communication in Business<\/a><\/p><\/li><li><p><a href=\"https:\/\/answernet.com\/what-andragogy-can-teach-us-about-call-center-success\/\" target=\"_blank\" rel=\"noopener\">What Andragogy Can Teach Us About Call Center Success<\/a><\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Table of Contents The phone rings, an email dings and a chat bubble pops up. Customers are everywhere and the question businesses keep circling back to is deceptively simple: who should answer? A human? A bot? Some shape-shifting partnership between the two? We at AnswerNet know that the future of customer service is not a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":9850,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[46,114,130,98,31,124],"class_list":["post-9847","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-communication","tag-ai","tag-customer-experience","tag-customer-loyalty","tag-customer-retention","tag-customer-service","tag-customer-trust"],"_links":{"self":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/9847","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/comments?post=9847"}],"version-history":[{"count":4,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/9847\/revisions"}],"predecessor-version":[{"id":9859,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/9847\/revisions\/9859"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/media\/9850"}],"wp:attachment":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/media?parent=9847"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/categories?post=9847"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/tags?post=9847"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}