The White Paper in brief
ILLUIN Technology has a a very strong “tech DNA” : over 150 AI experts, a leading R&D program, scientific publications cited worldwide… Without straying from this DNA, we have written this white paper to summarize and make the 2026 AI trends accessible to customer relationship decision-makers, to help them inform their strategic roadmaps with insight.
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
AI Trends for 2026
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
The 5 Agentic AI Trends for 2026
- Orchestration of multimodal business workflows
- Integrating AI Agents into the Core of Information Systems
- Governance of Agent-Based Systems in Production
- The widespread adoption of AI agents by teams
- The transmission of real-time voice data (S2S)
