Frontline advisers rate AI's usefulness low (2.26 out of 5)
Brief IA, 15 October 2026, drawing on a Smart Tribune and Sens du Client observatory: customer data security worries nearly three advisers in four, and AI's concrete gains remain modest.
- Brief IA (15 October 2026), drawing on a Smart Tribune and Sens du Client observatory, reports that 74.5% of frontline advisers worry about customer data security.
- Those advisers score AI's concrete benefits 2.26 out of 5; team resistance comes last, at 8.1%.
- An assistant only helps if it relies on an up-to-date knowledge base; the article gives no sample size and concerns contact-centre advisers.
According to Brief IA (15 October 2026), which reports an observatory published by Smart Tribune and Sens du Client and coordinated by Thomas Gouritin, security and confidentiality of customer data is the top concern: 74.5% of frontline advisers cite it, against 74% of other profiles. Team resistance comes last, at 8.1% and 10.6%. Advisers in direct contact with customers score AI's concrete benefits 2.26 out of 5 (2.44 for others) and ease of using the tools 5.16 out of 10.
Three uses dominate, each cited by 55.4% to 65.5% of participants: reply assistance, automatic summaries of conversations and an intelligent knowledge base. Thomas Gouritin puts the gap down to tools designed far from the field: faced with the unexpected and the impatient customer, AI can add a screen or an answer to double-check. An up-to-date, reliable knowledge base is the condition for it to really help.
For AppH
- The finding matches what an agency lives: an assistant only helps if it relies on accurate, current information (opening hours, documents to bring, prices) and spares the adviser one more check.
- At AppH, the assistant informs and does not decide, data is hosted in France, and a person at the agency stays in control; AppManager requires the manager's approval before any sensitive action.
Against / the honest limit
- The article does not give the sample size and concerns contact-centre advisers, not company-domiciliation agencies: the figures give an order of magnitude, not a measure for your team.
- A current knowledge base takes regular work from the agency. AppH provides the tool and the framework, not each agency's business content or the time to maintain it.
A useful assistant is judged in the field, not in the demo: are its answers right, current, and do they spare the adviser a check? If not, adding a tool adds work.
Reviewed by an AppH human