What are the challenges in the age of AI agents? What are the keys to successful implementation?
A white paper by DialOnce with BearingPoint - New version 2025
Customer experience is a key element for companies, and with the constant evolution of technologies and consumer expectations, it is crucial to adapt to the multiplication of interaction channels.
In a context of increasingly demanding customers and fierce competition, customer excellence and omnichannel orchestration have become major challenges.
This white paper is the result of discussions, interviews and the sharing of feedback between teams from BearingPoint, DialOnce and their respective ecosystems.
Following an initial publication in May 2023, this document was reissued in February 2025, to reflect the new business and technological challenges of customer relations.
Transforming the customer experience
DialOnce is developing an omnichannel AI agent to optimize the customer experience and assist advisors.
A Frustrating Customer Journey: The Challenges of Contact Management
Imagine this frustrating situation: waiting on the phone for long minutes to speak to a customer advisor, only to be discouraged by an automated message. You call customer service again, while simultaneously sending an email to increase your chances of getting a quick response. You also send messages via:
- The chat
- Social networks
But you end up with automated responses, or even no response at all to the initial request. This unpleasant experience can quickly tarnish the company's image and generate high costs in terms of managing customer contacts.
The Stakes of Omnichannel Orchestration
Faced with this reality, brands must meet a dual challenge. On one hand, they need to allow customers to use the channel of their choice depending on their needs and situation. On the other hand, they must maintain a high level of operational efficiency by directing solicitations to optimize contact volumes and ensure optimal customer satisfaction.
From Multichannel Strategy to Omnichannel Customer Experience
Transitioning from a multichannel model to an omnichannel strategy is essential to meet these challenges. It's no longer just about offering multiple communication channels, but rather integrating them in a fluid and coherent manner to offer a personalized and individualized customer experience. Technological advances such as artificial intelligence (AI) and data management play a key role in the effective processing of customer requests.
The White Paper: A Guide to Overcoming the Challenges of Omnichannel Orchestration
In this context, the white paper titled "Customer Excellence and Omnichannel Orchestration: What Challenges? How to Implement It?" delves deep into the many challenges related to omnichannel orchestration and offers concrete ways to achieve it. The authors, Muriel Monteiro, Customer Experience Partner at BearingPoint, and Charles Dunston, President and Founder of DialOnce, examine the issues of efficiency, cost control, value generation, and customer satisfaction, while highlighting the opportunities offered by new technologies.
Transformer l'expérience client
DialOnce intègre des technologies IA de confiance et développe un chatbot omnicanal qui permet aux marques d’offrir la meilleure expérience conversationnelle à leurs clients, en avant-vent et en après-vente, et un agent IA qui assiste le conseiller et améliore sa productivité.
Notre but a été de mettre en place une interface facile d’usage disponible 24/24h, 7/7j qui permet de diffuser et mettre à jour des informations, de télécharger des documents tels que des attestations de retard et cela, sans avoir de temps d’attente.
Découvrez ce que DialOnce peut vous apporter
Un expert DialOnce vous montre notre plateforme d’optimisation de la relation client
To make our advisors' work easier, we chose to implement DialOnce’s AI-powered conversational agent. This agent was especially in demand during the Paris 2024 Olympic Games. It filters incoming requests and responds to as many travelers as possible in both French and English, helping to reduce contact volume by up to 30%.
Gaetan Bultez
Head of Customer Service | RATP
With over 550 intents covering the entire tenant journey, we are able to meet a wide range of needs through autonomous responses or by directing users to the appropriate handling channel, ensuring a smoother experience for both tenants and advisors.
Maud Flory-Boudet
Head of Multichannel Customer Relations | 1001 Habitats
Thanks to our collaboration with DialOnce, we at GMF provide immediate and personalized solutions to our customers, preventing any feeling of abandonment or discouragement.
Paul Flon
Omnichannel Performance and Transformation Department | GMF Insurance
DialOnce is an agile solution that has supported us since 2017, enabling us to offer our customers a 24/7 self-service and thereby reduce low-value contacts.
Philippe Clément
Customer Relations and Services Manager | BNP Paribas Retirement Savings
