The study “Experience 2030: The Future of Customer Experience”, published in October 2019 by Futurum Research and still up to date, demonstrates the short-term impact of technologies on customer service. 80% of customers see themselves interacting very well with a “chatbot” or using virtual reality. “In 2030, the automation of exchanges with customers will be greatly developed”. Almost 2/3 of customer interactions will therefore be carried out by intelligent machines.