Blog & News

AI is revolutionizing customer relationships and becoming a key asset for supervisors: task automation, optimized oversight, and more strategic management.

Discover how ViaDialog is redefining client relationship standards through the 2024 AFRC x Accenture Song client relationship solutions landscape.

Discover how AI-powered chatbots transform every interaction into an opportunity for customer personalization.

Discover in this article the 10 key KPIs of customer relationship management that will help you stay competitive in 2025.

ViaDialog is among the key technology players in the study "Transforming Your Customer Relationship with Generative AI," co-produced by the French Association for Customer Relations (AFRC) and Accenture.

Recently featured in Figaro Partner "Business Solutions", ViaDialog asserts itself as a pioneer in the integration of artificial intelligence (AI) solutions to optimize customer interactions.

From March 26 to 28, 2024, the flagship event of customer relations, the All4Customer trade show, will open its doors in Paris, Porte de Versailles...

The AI Act establishes an ethical framework for AI in Europe: discover its impact on customer relations, transparency, and data protection.

The ChatGPT model, launched by OpenAI, has struck minds with its ability to engage in incredibly smooth dialogues...

ViaDialog is very proud to be the first private French sponsor of the SpeechBrain project...

For the past two or three years, Gigamodels such as BERT, GPT-3, wave2vec, or DALL·E have been a significant trend...

In each of their fields, the Gigamodels establish the new state of the art...

Monday, February 6, 2023, Google announced the launch (in the form of a test with "trusted testers" before the final deployment...

With the arrival of Gen Z in the market and the advent of generative AI, the customer relationship industry is entering a new era...

An article has just been published about the unavailability of public services by phone and the anger of users...

The complaints of consumers exasperated by telephone canvassing have finally been heard by the State, which is increasingly regulating...

Launched by the startup OpenAI, ChatGPT is making waves... virtually! This amazing artificial intelligence fascinates...

The presence of voice assistants in consumer interactions with customer services is intensifying even more. The latter...

For your information, the ISO 22301 standard is the international standard for business continuity management. Designed as a tool for...

The lesBigBoss Group is back this year for its Summer Edition. It will be held in Greece on May 20, 21 & 22, 2022...

The ViaDialog team will once again be present at the unmissable annual meeting of customer relationship professionals...

Contact centers continue their exponential growth. One of the key factors explaining this phenomenon is the emergence...

AI-assisted customer interactions have long demonstrated their significant impact...

Revolutionizing customer relations since the 1980s, contact centers, also known as "customer relationship centers" ...

Voice technologies are at the heart of the growth of voice assistants in the general public. The latter are completely embedded in...

Do you know that feeling of distress when you finally receive your Internet Box but it struggles to start up? Yet...

Making remote work mandatory for 3 days a week to cope with the new epidemic outbreak has been one of the main...

We have all been in contact with customer service. Whether for a purchase or after-sales service. By phone, by...

The evolution of consumer behavior as well as their expectations for an increasingly personalized, available service and...

While the trend of remote work was already in progress, particularly driven by homeshoring, in the customer relationship sector...

For businesses, deploying an optimal customer experience is more than ever a necessity in order to stand out...

The health crisis related to Covid-19 that we are struggling to get through has had numerous impacts and has brought to light new constraints...

Thanks to the innovations developed in the field of voice recognition and natural language understanding, assistants...

In response to the increased demands of consumers, companies have been using all possible means for decades to respond...

Artificial intelligence (AI) tools are now found at every stage of customer journeys...

According to a survey conducted by Genesys in 2009*, "poor customer service costs companies 338.5 billion dollars a year in..."

Cross-channel, multi-channel, and finally omni-channel: the customer journey has recently undergone profound transformations. These different...

The subject of automatic speech synthesis began to become democratized in the 1990s. Each of us has already dealt with these...

The era of the DTMF voice server is coming to an end. Too cumbersome, too rigid, but especially no longer in line with the expectations of callers who...

Voice is the most natural, fastest, most efficient, and most popular medium for commercial exchanges. Since the beginning...

Massively used by businesses, email marketing is a tool that acts at all stages of the customer lifecycle, from...

ViaDialog is pleased to participate in the 2020 edition of the AI Paris show and to present ViaSpeech, its IVR solution.

Before, everything was simple. We communicated by calling from landline phones, sending messages via pagers or through Minitel..

The development of fixed telecommunications networks since 1950 has led to the emergence of distance commerce and relationships..

When it comes to customer loyalty, personalization plays a crucial role. Personalization can be defined as...

A few years ago, Xavier Niel stated in the magazine Society: "The employees in call centers are the workers of..

Cross-channel, multi-channel, omnichannel... Has the customer journey become merely aquatic? No, of course! This terminology refers to...

The term "emotional intelligence" (EI) was proposed and defined in 1990 by Salovey and Mayer, two psychologists who had written a..

Thanks to the rise of Alexa, Siri, Cortana, and Google Now, the automation and hybridization of customer interactions are now at the heart...

Who still remembers Eliza, the very first conversational assistant that was born in 1966 in the United States?

Am I talking to a robot?! What used to surprise, even offend, at one time, has now become commonplace…

Whoever says "customer journey excellence" refers to the speed of addressing the request; efficient processing of the inquiry but...

When humans communicate with each other, it often turns into a dialogue of the deaf, not to mention the exchanges between humans and bots...

ISO (International Organization for Standardization) is a worldwide federation of national standardization organizations (member committees of

If the three concepts are correlated, they do not have indisputable causal links. Thus, a consumer may have perceived his...

Algorithms certainly allow us to go faster! But a smile, on the other hand, always helps to charm... Hence the necessity to mix with...

The customer is no longer just a King, he is a true Despot... He wants EVERYTHING and demands to be constantly surprised, fulfilled...

And yes… In the midst of the digital revolution, one could have expected that digital channels would dethrone voice. But emails, apps...

The General Data Protection Regulation (GDPR) is the new European regulation...

The GDPR seeks to clarify and harmonize the methods of processing personal data while placing the individual at the heart of...

The AI Europe conference has just concluded in London. As the main event in this industry, it offered for two days a...

Under the impact of digital, the customer relationship has undergone fundamental changes over the last 5 years. Customers and prospects are...

The General Data Protection Regulation (GDPR) is the European regulation that aims to strengthen data protection...

Following the digital revolution that has marked our last two decades, the consumer has evolved. Today, they have become a...

Chatbots are programs written by engineers to interact with users by simulating a human dialogue. Designed...

Friends of customer relations, is ChatGPT good for us? Since OpenAI released its response generation model...