Driving customer and business value through AI...

The KPMG team in the United Kingdom spotted an ideal opportunity to work collaboratively with the retailer, combining its tech expertise with their global services.

How? By using an AI prototype that would reduce the workload of the contact centre staff, diverting simpler customer issues to automated channels.

By doing this, the company would then be able to deliver an enhanced experience to customers with more complex questions that require human support from the more experienced colleagues at the company’s contact centre.

• Driving value through AI à With a robust use case and a framework based on the client’s life cycle, it was possible to generate increased value, both for customers and for employees and the business itself;
• Tech prototyping à By implementing chat bots and IVR, it was possible to demonstrate how these tech tools could completely revolutionise the customer experience;
• Concrete and measurable data à It was possible to achieve a cost reduction/saving of 80 million pounds, accompanied by a workload reduction for staff with automation of 21% of calls and 26% of chats.