The White Paper in brief
ILLUIN Technology has a strong "strong "tech DNA with more than 110 AI experts, a leading R&D organization, and scientific publications published worldwide... In keeping with this DNA, we have written this white paper to summarize and make make the AI trends of 2025 accessible to decision-makers in the customer relations sectortrends in order to inform their strategic roadmaps.
A visual mapping of AI use cases for Customer Relations
Customer Service workflows are complex, and there are many opportunities for innovation, whether in terms of operational efficiency, customer experience or the exploration of entirely new sources of value. We have mapped 5 "families" of the most common AI use cases in companies at different key moments in Customer Relations and Marketing, from initial interaction to post-interaction processing, back-office and reporting.
The 5 use cases
5 use cases - the most commonly implemented in Customer Relations - are presented in detail:
- Generating sourced responses
- Intelligent processing of e-mails, documents and PJs
- The creation of agentic self-care paths
- The augmented advisor: before, during and after the call
- 360° synthesis of the "voice of the customer
The 5 AI trends of 2025
For the same use case, there are many different ways of doing things. We have thus identified 5 AI trends that make it possible to do things better, faster, cheaper and more soberly :
- Composite AI (AI hybridization)
- RAG (Retrieval-Augmented Generation)
- AI Agents
- VLMs (Vision Language Models)
- Speech-To-Speech (S2S) models
