Whether hotline, chat or app - customers expect every contact with a company to be seamless. Breaks in service jeopardise satisfaction and loyalty. Our study "Rethinking the seamless customer experience - with AI as a trailblazer" shows how companies can fulfil this expectation with artificial intelligence: Through intelligently networked channels, consistent services and a centralised view of the customer.
How to create a seamless customer experience - our series of studies with more than 100 respondents
The results come from the second part of our study "Rethinking the seamless customer experience - with AI as a trailblazer". More than 100 companies in Germany were surveyed on their use of AI in customer service. While the previous study focused on how companies can use AI to successfully design personalised customer interactions and predictive support, the current study shows how the use of technology and omnichannel support are making customer service fit for the future.
Companies recognise the potential of AI, but are not yet exploiting it
The most important results of our survey:
- 67 per cent see great potential for AI in customer service.
- 54 per cent use AI primarily for text generation.
- 46 per cent use AI in email support, 40 per cent in customer portals, 35 per cent in chat/voice applications.
- 20 per cent do not yet use AI in customer service at all.
These hurdles prevent the use of AI
It is not laws but internal factors that are slowing down the use of AI. Expertise, resources and strategies are crucial:
- 48 per cent cite a lack of AI skills in the team as the main obstacle.
- 35 per cent have no clear AI strategy.
- 44 per cent see regulatory requirements as an obstacle.
- Companies with a strategy use data much more consistently (73 per cent compared to only seven per cent without a strategy).
Recipes for success for decision-makers
If you want to use AI successfully in customer service, you need a clear vision, the right tools and a binding roadmap. The key is to link all channels intelligently so that customers can switch without any gaps. This creates efficiency, quality and customer proximity - and thus measurable competitive advantages. Our study provides concrete answers to the question of how companies can use AI-supported omnichannel support to shape the service of tomorrow.
Conclusion
Today's security teams need more than just tools. Systemic relief, procedural clarity and intelligent support in real time are key. AI can be a key component in meeting these requirements. It is not a panacea, but it is an effective instrument for providing structural support in an increasingly overburdened security architecture that encompasses both on-premise and cloud environments.
However, it is crucial that systems such as Security Copilot do not replace analysts, but rather structure and accelerate their work - the technical control always remains with the human being. This allows analysts to concentrate even more on their work and ensure that companies are protected more efficiently.
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Your contact
Jörg Schwarz
Director, Consulting, Technology Transformation
KPMG AG Wirtschaftsprüfungsgesellschaft