The end of the telephone: why the chat + video pairing is becoming the standard for professional communication in 2026

By Paul-Antoine TUAL · AI Transformation Leader, Croissance et Transitions · May 2026.

Standpoint. The telephone is not dying. But the voice call that arrives unannounced on a line open to everyone has ceased to be the default channel of the relationship. In its place, a pairing is taking hold: chat for the asynchronous, video for the moment that matters, both now augmented by AI and automatic appointment booking. For an SME leader, this is not a generational fad: it is a change in the infrastructure of the customer relationship, with a sovereignty question at stake. This article sets out the facts, then the method.

What the figures say: the voice call is receding, without disappearing

Let us start by setting sensationalism aside. No, Generation Z does not “hang up in silence”: a YouGov survey from March 2026 shows that this behaviour concerns only 3% of them, and that only 13% consider an unannounced call unacceptable, a figure close to that of other generations [1]. The telephone remains, according to Gartner, a channel valued across all generations [2]. Any narrative announcing “the death of the telephone” is misdiagnosing the situation.

The real phenomenon is more precise, and better documented. First, the volume of voice calls is falling continuously. In France, fixed and mobile voice consumption totalled 200 billion minutes in 2024, down 3% over the year and declining steadily since 2014 [3]. In the United Kingdom, the regulator Ofcom measures a continuing decline in call volume in 2023: −7.7% for calls originating from mobiles and −20% for fixed lines [4].

Next, the preference for the written word is becoming generational and structural. Again according to YouGov, the share of those who prefer to reach their friends and family by telephone falls from 62% among baby-boomers to 17% among Generation Z; 65% of that generation favour the written word (email, text, messaging) [1]. Discomfort with calling exists, but it is targeted: 65% of young people are uncomfortable calling a stranger, against only 15% for calling someone close [1]. In other words, it is not the telephone that is rejected, it is the unannounced call from a stranger.

Finally, and this is the decisive point for a business: calls are not disappearing, they are migrating. CREDOC’s 2024 Baromètre du numérique, produced for Arcep, establishes that 85% of the population uses instant messaging apps and that 78% now make their calls through these applications rather than over the traditional telephone network [5]. The same regulator observes that voice communications made over the internet have passed the 415 billion minute mark, while traditional fixed-line telephony has contracted to a fraction of that volume [20]. Voice is doing well: it has simply changed pipe, and that pipe is called WhatsApp, Messenger or a video call.

Why the open line has lost its value: advertising and fraud saturation

If the traditional voice channel is receding, it is also because it has been damaged by its own abuses. The telephone number has become a field saturated with unwanted solicitations, to the point where answering an unknown call is now a gamble.

The figures on exasperation are unequivocal. According to UFC-Que Choisir (October 2024), 97% of French people say they are annoyed by commercial canvassing, 72% are pestered every week on their mobile, for an average of six unsolicited calls per week [6]. Fraud has followed: Arcep recorded 10,973 alerts for abusive calls and messages in 2024, against 2,029 in 2023, a fivefold increase. Number spoofing alone rose from a few hundred reports to more than 8,500 [7]. The 33700 anti-spam service received more than one million reports at the operator Orange alone in 2025 [8], and in January 2026 Arcep opened an investigation into all operators on this subject [9]. On the SMS side, phishing (smishing) remains the leading threat recorded by Cybermalveillance.gouv.fr [10], and as early as 2023 Proofpoint noted that 75% of organisations had suffered attacks of this kind [11].

The behavioural consequence is measured: 46% of unidentified calls now go unanswered, and 92% of consumers believe that a call from an unknown number is probably fraudulent [12]. A line where nine calls out of ten are suspect is no longer a channel of trust.

The legislator has drawn the conclusions. Contrary to what is sometimes read, there is no “law of 13 August 2025”: the reform appears in article 13 of law no. 2025-594 of 30 June 2025, which reverses the paradigm of telephone canvassing [13]. From 11 August 2026, canvassing switches from opt-out to opt-in: it will be prohibited to call a person who has not given their prior consent, defined as an expression of will that is “free, specific, informed, unambiguous and revocable”, with the burden of proof falling on the professional [14]. The Bloctel scheme disappears on the same date [15], and administrative penalties reach €75,000 for a natural person and €375,000 for a legal person [16], beyond which abuse of weakness falls under criminal law (up to €500,000 or 10% of revenue, and five years’ imprisonment). The message sent to the market is clear: interrupting someone by telephone without their having asked for it is no longer a commercial strategy, it is a legal risk.

The new pairing: chat for the flow, video for the moment that matters

As the open line loses its value, two channels rise together and divide the roles between them. Chat absorbs the asynchronous, the follow-up, the quick question; video conferencing carries the decisive moment: discovery, demonstration, negotiation, arbitration. These are not two competing modes, it is a complementary pairing.

On the chat side, the scale is now that of a global infrastructure: 94.1% of internet users use a messaging application every month [17], with WhatsApp having passed 3 billion monthly active users in 2025 and handling on the order of 100 billion messages per day [18]. In France, daily use of instant messaging rose from 18.8% of the population in 2018 to 49.2% in 2023 [19], and Arcep measures that 86% of French people aged 12 and over now use it to communicate [20]. The counterpart to this rise is the collapse of the traditional SMS: −27% in one year in the fourth quarter of 2025 (64.7 billion SMS against 88.5 billion a year earlier), and 59 messages per month per customer against 250 at the 2016 peak [21]. Arcep explicitly attributes this decline to the rise of RCS and enriched messaging. The integration of the RCS protocol into the iPhone (iOS 18, late 2024) tipped that standard over, with Google claiming more than one billion RCS messages per day in the United States [22].

This shift is not merely personal: it is redefining the customer relationship. Global business messaging traffic is estimated at 2,000 billion messages in 2025, projected to reach 3,000 billion in 2030 [23]. Meta indicates that one billion users exchange messages with a business every week through its applications, for 600 million conversations per day [24]. And Gartner anticipates that, as early as 2027, self-service and live chat will overtake the telephone and email as the most important customer service technologies [25].

On the video side, the movement is now established rather than spectacular: hybrid meetings have become the norm of work [26], and Microsoft Teams exceeded 320 million monthly active users as early as the start of 2024 [27]. Video has established itself as the format for the first remote appointment, an area that Croissance et Transitions has documented in detail in its 2026 standard for prospecting by video. The point to remember here is complementarity: chat qualifies and follows up, video engages and decides.

The third player: conversational AI and automatic appointment booking

The chat + video pairing would not deliver on its promise without the component that makes it operable at the scale of an SME: AI assistance, and in particular the automation of the first mile of the relationship (qualifying, routing, and booking appointments without friction).

Usage is spreading fast. Salesforce measured (State of Service, early 2025) that the adoption of AI agents in customer service had been multiplied by 1.7 in one year, rising from 39% to 66% of organisations, of which 70% observe measurable value in under 60 days [28]. In France, the 2025 Baromètre France Num indicates that 26% of micro-businesses and SMEs report using AI, with chatbots and conversational assistants already representing 14% of uses [29]. In concrete terms, AI takes on what the telephone did badly: answering at any hour, offering a slot, confirming an appointment, chasing a no-show. According to estimates from vendors in the category (Jamie, Neuwark), AI-assisted scheduling tools save executives on the order of 3 to 5 hours per week [30], and, in healthcare, automated reminders reduce missed appointments by 30 to 40% [31].

Gartner pushes the projection further: by 2028, 70% of customer service journeys would begin and be resolved within conversational assistants integrated into devices [32], and agentic AI could autonomously resolve 80% of common problems by 2029 [33]. These figures are forecasts, to be handled as such, all the more so as the same Gartner warns that more than 40% of agentic AI projects will be cancelled by the end of 2027, for lack of clear business value or risk control (a prediction reiterated in Gartner’s Hype Cycle for Agentic AI, April 2026) [34]. The lesson is not “automate everything”, but “automate the repetitive under governance”.

For this productivity seam has a regulatory counterpart that the MATIA Method™ places at the centre. As early as July 2025, the CNIL published its first recommendations on the application of the GDPR to AI [35], and the AI Act imposes human oversight, traceability and transparency. An agent that books an appointment, reads a calendar or drafts a follow-up handles personal data: it must remain an assistant validated by a human, not an opaque automaton. Automatic appointment booking is an excellent gateway to AI in an SME precisely because it is at once high-leverage and manageable in risk, provided the framework is set.

The blind spot: escaping the Google / Microsoft lock-in

There remains the question that most businesses do not ask when adopting the chat + video pairing: with whom, and under what jurisdiction? Because replacing a telephone call with a Teams video call or a Google appointment booking means trading a commoditised channel for a dependence on an integrated ecosystem whose price, terms and applicable law one does not control.

On price, the 2025-2026 trend is clear. Google integrated its Gemini AI into Workspace in January 2025 while raising most subscriptions by around 17%, including for customers who do not use the AI [36]. Microsoft raised its 365 Personal offer to €9.99 per month with Copilot included, against €6.99, a 43% increase [37], with new commercial rates taking effect on 1 July 2026 [38]. Embedded AI is becoming a reason for an increase that the customer does not choose.

On concentration, the regulatory signal came from Brussels. In September 2025 the European Commission accepted binding commitments from Microsoft to close an antitrust investigation opened in 2023: the publisher must now offer Office and 365 without Teams at a lower price, guarantee interoperability and the portability of Teams data, for a period of 7 to 10 years [39]. That decoupling a video tool from an office suite required a two-year European procedure says a great deal about the reality of the lock-in.

On the law, finally, the subject goes beyond commercial convenience. The 2018 CLOUD Act obliges providers under United States jurisdiction to hand over the data they control wherever it is stored, including within the Union [40], while the European Data Act, applicable since September 2025, seeks to close that door [41]. The conflict remains structurally unresolved: complying with one may breach the other [42]. In March 2026, the Conseil d’État judged the risk “sufficiently contained” to approve the hosting of health data on non-European infrastructure, but under strict conditions, the organisation concerned having itself initiated an exit [43]. The point is not to designate a culprit: Croissance et Transitions does not reason in terms of the national origin of a risk, but in terms of applicable jurisdiction and infrastructure dependence. The point is that an SME which entrusts its customer communication to a non-European integrated ecosystem accepts a risk that it has, most often, neither measured nor weighed.

The alternative exists, and it is maturing. The French state gives the strongest signal: its sovereign messaging service Tchap already equips nearly 600,000 civil servants, and in January 2026 minister David Amiel announced the general roll-out of the sovereign application Visio, targeting 200,000 civil servants by the end of 2026 then 2.5 million by 2027, with technical blocking of Teams, Zoom and Google Meet on the inter-ministerial network [44]. On the vendor side, the French ecosystem is credible: Tixeo, video conferencing qualified by ANSSI since 2017 with end-to-end encryption by default [45]; Olvid, the first CSPN-certified messaging service; the open source solutions Jitsi and Element/Matrix; and a collective of collaboration-software vendors, Whaller, Jamespot, Wimi, that position themselves explicitly as an alternative to Microsoft 365 [46]. All of it underpinned by ANSSI’s SecNumCloud framework, one of whose criteria is precisely imperviousness to the extraterritoriality of non-European laws [47]. Escaping the lock-in is no longer an activist act: it is an available and qualified architecture option.

What the MATIA Method™ says: from an imposed channel to a governed channel

The MATIA Method™ does not advance an organisation by accumulating tools, but by raising its level of maturity in the use it makes of them. The end of the telephone-by-default illustrates exactly this shift: moving from imposed communication (waiting for the call, filtering the spam, depending on the cheapest suite of the year) to governed communication, where each channel has a role, a data framework and a level of human validation.

In concrete terms, the trajectory comes down to four moves. First, map your channels: who contacts the business, by which channel, and which are today imposed rather than chosen. Second, give chat and video back their place: chat for the asynchronous and follow-up, video for the appointment that commits, abandoning the illusion that the open telephone line remains the channel of trust. Third, automate the first mile under governance: appointment booking, qualification and follow-up entrusted to AI agents, but in human-validated draft mode, never in blind automatic sending. Fourth, choose the infrastructure with awareness of jurisdiction: prefer, when the data is sensitive, a sovereign and auditable foundation.

This is exactly what the Junyr Visio-IA™ module of the Junyr ERP suite embodies: a meeting assistant that augments the salesperson across the whole cycle of the remote appointment (preparing the framing, transcribing, calculating an ROI during the session, laying down a shared action plan, generating the minutes and synchronising the CRM), according to three non-negotiable principles: sovereign processing by default (local transcription and models, resorting to the cloud only after pseudonymisation), explicit and time-stamped consent (CNIL compliance and article 226-1 of the Criminal Code, AI literacy notice under the AI Act), and systematic human-in-the-loop (no minutes, no follow-up, no CRM write leaves without validation). The Junyr Mail™ layer (eIDAS messaging) makes every agent action traceable, auditable and revocable. Technology serves the relationship; it does not replace it.

The counter-argument, taken seriously

Three objections deserve an honest answer.

“The telephone is not dead, you are exaggerating.” That is fair, and it is why the title says “the end of the telephone” in the sense of the default channel, not the channel altogether. Voice remains essential: it simply migrates towards video and in-app calls. Gartner also recalls that the telephone remains valued across all generations [2]. The correct reading is not “remove voice” but “stop making it the sole, imposed point of entry”.

“AI automation will dehumanise my customer relationship.” The risk is real if one automates without a framework. Hence Gartner’s warning about the 40% of agentic projects cancelled by 2027 (a prediction reiterated in the Hype Cycle for Agentic AI, April 2026) [34]. The MATIA Method™‘s answer is precisely the opposite of dehumanisation: delegating the repetitive (booking a slot, confirming, chasing) to give time back to the relational (the video appointment, the arbitration, the trust). AI unburdens; the human decides.

“Sovereignty is more expensive and less convenient.” The convenience of integrated suites is real, and the Conseil d’État itself judged certain non-European uses “acceptable” under conditions [43]. But the equation is shifting: the price rises linked to embedded AI [36][37], the European antitrust procedure [39] and the growing maturity of ANSSI-qualified alternatives [45][47] are narrowing the gap. Sovereignty is not an activist absolute; it is a trade-off to be made with awareness, sensitive data on one side, cost and convenience on the other.

Three questions to ask this very week. 1. Which inbound channels do we endure (an open line saturated with spam) rather than choose? 2. Does our appointment booking still rest on an unannounced outbound call, which becomes a legal risk on 11 August 2026? 3. If we transcribe our meetings with an AI, do we know where the data is stored, and have we provided for explicit consent?

In practice

Croissance et Transitions supports mid-cap and SME leaders in transforming their customer communication from an imposed channel into a governed one: maturity diagnosis (MATIA Method™), redesign of the chat + video trajectory, governed automation of appointment booking, and selection of a sovereign infrastructure when the data requires it.

→ AI Express Audit & Roadmap: 60 minutes over video. croissance-transitions.fr

Paul-Antoine TUAL · AI Transformation Leader · Croissance et Transitions (SAS) · MATIA Method™ · Junyr Visio-IA™ · Junyr Mail™

FAQ

Will the telephone really disappear for businesses? No. Voice remains essential and valued across all generations (Gartner). What is receding is the unannounced voice call on an open line: the volume is falling continuously (−3% in France in 2024) and calls are migrating towards messaging apps and video. The right reflex is not to remove voice, but to stop making it the sole, imposed point of entry [1][2][3].

What changes for telephone canvassing on 11 August 2026? Law no. 2025-594 of 30 June 2025 (article 13) switches canvassing from opt-out to opt-in: it becomes prohibited to call a person who has not given, beforehand, free, specific, informed and unambiguous consent. Bloctel disappears on that date, and penalties reach €75,000 (natural person) and €375,000 (legal person) [13][14][15][16].

Why speak of a “pairing” of chat + video rather than a single channel? Because the two channels divide the roles: chat absorbs the asynchronous, the quick question and the follow-up (94% of internet users use a messaging service every month), while video carries the moment that commits (discovery, demonstration, negotiation). Gartner anticipates that as early as 2027 self-service and chat will overtake the telephone and email in customer service [17][25].

Is appointment-booking AI compatible with the GDPR? Yes, provided it is governed. An agent that reads a calendar, offers a slot or drafts a follow-up handles personal data: the CNIL (July 2025 recommendations) and the AI Act impose human oversight, traceability and transparency. The right model is “human-validated draft”, never blind automatic sending [35].

Must one leave Teams or Google Meet for a sovereign solution? It is not an obligation, it is a trade-off. The price rises linked to embedded AI (+17% Google Workspace, +43% Microsoft 365 Personal), the European antitrust procedure over Teams and the CLOUD Act / GDPR conflict justify evaluating the option. ANSSI-qualified alternatives exist (Tixeo, Olvid, Jitsi, Element/Matrix), underpinned by the SecNumCloud framework. The rule: a sovereign foundation when the data is sensitive [36][37][39][45][47].

Sources

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