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Generative AI is not a trend, but a profound shift in the global paradigm, first and foremost in the conversational space.

With over 100 million Open AI users, the adoption rate of generative artificial intelligence has set an impressive record in the technology industry. AI experts agree that this is not a technological revolution in its own right, but it is undeniably a revolution in terms of adoption driven by consumers, not businesses. It's a revolution that will have a lasting impact on civilization.

Why? Because generative AI has the remarkable ‘wow’ effect needed for rapid mass adoption. It will forever transform the way we work, boosting our cognitive capacities tenfold.

“Generative AI will enhance our creativity and efficiency, radically transforming the way we solve problems.”

It gives us the opportunity to rethink existing processes and promote a new culture of innovation personally and professionally.

Faced with this revolution, the digital giants have engaged in fierce competition, repositioning their strategic investments and making generative AI their top priority.



Generative AI Evolution

With great power comes great responsibility

But this frantic race must not cause us to lose sight of the recognized, fundamental issues we face, such as the accuracy of the information delivered and the security and confidentiality of our data. With millions of people using them every day, the limits of large language models (LLMs) and generative AI have been clearly demonstrated, prompting regulations and oversight globally.

We carried out a hands-on experiment to evaluate ChatGPT's ability to answer real pre-sales questions that are usually answered by advisors. This evaluation was based on available product information. The results reveal that in 80% of cases, the answers provided by the generative AI model are accurate, even surpassing the advisors' answers in 10% of cases. However, in the remaining cases, the answers presented erroneous information, due to the well-known "hallucination" phenomenon that’s inherent in the model. The issue of customer confidentiality also presents considerable risks, as shown by recent cases of leaked data that was shared with LLMs.

In other words, LLMs, as stand-alone models, are not ready for conversational interaction with customers.

“Businesses need applications based on secure, reliable generative AI that use and protect private data, while harnessing the power of artificial intelligence to boost productivity tenfold.”

Trusted generative AI for e-commerce is already here

We’ve examined these limitations in depth in order to resolve them and make generative AI an actionable integration for businesses through our conversational platform.

First, connect the AI to your corporate ecosystem to deliver highly accurate, personalized insights across all your brand's touchpoints.

Next, we ensure the AI is compliant with regional legislation (GDPR, CCPA, etc.) and internal policies that govern your company's practices. Our AI guarantees the confidentiality of your data and that of your customers.

Finally, the AI is controlled solely by your team with tools to monitor not only the quality of the conversational experience for customers and advisors, but also its economic impact in terms of productivity and sales.


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Today, only 1.6% of customer interactions worldwide are automated using artificial intelligence.

“By respecting these principles of connectivity, compliance and control, generative AI will revolutionize online commerce and enable brands to serve their customers in revolutionary new ways.”

Our early tests reveal the massive potential of generative AI for e-commerce.




The results are already here, the fruit of a deployment carried out with our long-standing partner, Cdiscount, the French e-commerce leader. They’ve achieved:

  • An unrivaled CSAT score for a fully automated experience of over 70%, which is 3 times higher than previous-generation bots
  • A post-conversation conversion rate of over 20%, equivalent to that observed in human-managed conversations
  • More than 40% of conversations handled completely autonomously by the generative AI
“Generative AI's ability to manage these experiences on unprecedented scales makes us wonder about the future of conversational commerce and its economic impact.”

Will the human element disappear from the equation? No, the role of customer service advisors will be changed for the better. They will gradually see their role reshape to become holistic product and company experts augmented by generative AI. They will oversee hundreds of conversations and intervene only when the human touch is essential to the conversation to bring expertise, empathy, nuance, or creativity. Humans will still play an essential role in helping to constantly monitor and refine AI models in real time, interacting with virtual assistants themselves to gain efficiency and guarantee a seamless, trustworthy experience for the consumer.

The world's biggest brands have become conversational, and are leveraging generative AI to take their customer experience to the next level. The large-scale conversational revolution is happening now.