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Empower front-office excellence with Generative AI

Three ways to improve efficiency, create innovation and reduce cost through Gen AI integration

Generative AI has been garnering significant attention in the media lately because of many cost-saving examples, but its core value to businesses extends beyond that. It holds the potential to optimize human productivity, facilitate seamless teamwork, and automate mundane tasks, ultimately making employees more effective in their roles.

When integrated within a framework of workflow optimization, Generative AI can accelerate innovation processes, making it easier for businesses to initiate change across the entire organization in ways that promote efficiency and conserve resources. Here, we discuss three key opportunities for leveraging Generative AI in the front office:

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Employee Efficiency:

Generative AI can help empower employee productivity through assisted decision making, improving data analysis, and aiding in creative tasks. If employees have access to cutting edge tools that reduce the barriers to valuable data, they can work faster without compromising on the quality of their work.

Example: Leveraging leading tools to increase productivity

Microsoft tested Copilot on 2000 developers and saw an increase in developer productivity by 1.5x. According to a KPMG survey, 72% of U.S. Executives said that Generative AI could play an important role in increasing productivity in the workplace.1

2

Effective Innovation:

Generative AI can be used to create personalized, AI-driven content that captures customers' attention and improves engagement. By generating tailored experiences based on data and customer preferences, businesses can create deeper connections with their customers.

Example: Creating automated online personalization

A large parent company of retail brands is implementing technology that automatically generates words and phrases that are personalized in real-time for each online consumer, pushing consumers further down the funnel and closing more business.

3

Cost Takeout:

Integrating Generative AI can reduce cost through increased operating efficiency. Automating repetitive and time-consuming workflows using Generative AI leads to significant cost reductions.

Example: Rapid generation of customer knowledge articles and content

By leveraging Gen AI to support their customers, a cyber security company distilled hundreds of knowledge articles into digestible chunks which resulted in an estimated $10 million in customer call deflection savings.2 By using Gen AI-powered content creation tools a media company reduced production cost and increased speed to market.3

Why Gen AI matters now in the front office

Traditionally, we have relied on highly specialized data scientists and engineers to build models in order to access the leading technologies on the market. However, over the past decade, technological breakthroughs like generative adversarial networks (GANs)(4), variational autoencoders (VAEs)(5), and transformers(6) have emerged. These breakthroughs enable machines to analyze text and other data in parallel, allowing them to understand context, much like humans do. They can create new information and learn from limited inputs. Thanks to these advancements, Generative AI tools have made these capabilities accessible through user-friendly interfaces, including intuitive language chatbots.

Through our survey, linked here, of over 225 US Executives, 65% surveyed believe Generative AI will have a big impact on their organization in the next three to five years, and 77% said it would have a larger impact on society than any other emerging technology during that time. 60% said they are a year or two away from implementing their first Generative AI solution.(3)

There is a first-mover advantage in the rapidly progressing field of Generative AI innovation. Successful organizations will gain a competitive edge by making confident decisions swiftly, while ensuring they take steps to manage risks and use AI responsibly.

When exploring Generative AI for your organization, it is important to consider how it fits into your company and what you're ready for. For many companies, Generative AI will be leveraged for cost takeout, increased productivity, and innovation. In this new frontier, legacy companies may struggle to compete with companies that are rapidly digitizing and adopting front-end Gen AI technologies.

Here at KPMG, we are committed to being an early adopter and innovator of Generative AI technology. We use it to enhance our own operations and to drive digital transformation in industries where our clients operate. As part of this commitment, we have already implemented AdvisoryGPT, an AI-powered writing assistant, to help our teams generate more accurate and strategic content. In fact, we co-wrote the first paragraph of this post with AdvisoryGPT!

We have also partnered with Microsoft to embed Generative AI throughout our operating model. Through these initiatives, we believe that we can drive greater value to our clients, as well as deliver innovative solutions that transform the way our organization operates.

At the forefront of this technology, KPMG expertise across disciplines empowers our team to create unique and effective solutions from opportunity identification to implementation, boosting efficiency gains, cost reduction, and effective innovation across your front office organization.

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We can help you evolve your thinking

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Leverage our legacy of fiscal responsibility

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Sensibly scale brands and reduce costs

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Transform insights into opportunities

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Incubate Gen AI capabilities to accelerate adoption

Customer Advisory

KPMG Customer Advisory helps some of the world's leading marketing, sales, and service professionals make the right investments that deliver meaningful, sustained growth. At every step, we deliver insights that help you make decisions with precision and confidence. Together, we’ll turn opportunities into tangible, transformative results.
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Footnotes

  1. Source: KPMG “KPMG, 2023 KPMG Generative AI Survey” (May 2023)
  2. Source: Aisera, “McAfee & Aisera: $10M Savings Using ChatGPT & Generative AI” (May 2023) 
  3. Source: CBS News, “BuzzFeed to use OpenAI technology to create content” (January 2023)
  4. Source: University of Montreal, Ian Goodfellow, “Generative Adversarial Nets” (June 2014)
  5. Source: Now, Diedrik P. Kingma, “Max Welling, An Introduction to Variational Autoencoders” (December 2019)
  6. Source: Ashish Vaswani, et al., “Attention Is All You Need” (December 2017)

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Meet our team

Image of Scott Lieberman
Scott Lieberman
Principal, US Customer Advisory Leader, KPMG US
Image of Faith Robinson
Faith Robinson
Managing Director, Customer Advisory, KPMG US

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