The customer relationship industry is on the brink of a major upheaval. For over thirty years, its model has relied on internal and outsourced call centers, demanding cadences and performance indicators, and service contracts billed by volume or success. However, the emergence of two innovations, the AP2 protocol launched by Google to facilitate payment interoperability, and the rise of AI commerce, could profoundly reconfigure this ecosystem.

In the future, a consumer will be able to pay a customer service representative directly, per minute or per interaction, via a micropayment made by credit card, digital wallet, or blockchain. This evolution promises to create a radically new economy based on decentralization and the hybridization of artificial intelligence and human support.

Micropayments and AI Commerce: The Birth of a New Model

Until now, customer contact centers have relied on a simple principle: the company pays for the availability of agents who represent its brand to the consumer. However, with the rise of micropayment solutions, now standardized and interoperable thanks to AP2, another scheme becomes possible: it is the consumer who directly finances the interaction they benefit from.

• Urgent need for technical assistance? An instant payment unlocks a connection without a queue to a certified expert.

• Want personalized service beyond automated scripts? The client can