GenAI in Asset Management: The digital edge
Redefining asset management customer service and distribution
Share
In asset management, exceptional client service is not just a differentiator – it is a fundamental requirement. Advisors and investors depend on rapid, clear responses to inquiries related to transactions, product details, and regulatory guidance. The integration of artificial intelligence (AI) into customer service operations is revolutionizing client interactions by reducing response times, streamlining query resolution, and offering seamless self-service.
Key challenges of traditional customer service
Traditional customer service models in asset management often struggle with challenges ultimately affecting client satisfaction and operational efficiency. These include:
- Latency and productivity loss due to lengthy response times
- Inconsistent answers from service agents
- High escalation rates for routine inquiries
Implementing the agentic framework: AI-driven customer service transformation
Adopting an AI-driven framework that utilizes advanced technologies like large language models (LLMs) and retrieval-augmented generation (RAG), asset management firms can significantly improve key service metrics.
Implementation considerations
To successfully deploy AI-powered customer service, firms should consider the following:
- Piloting AI on FAQs and simple inquiries
- Securing a comprehensive knowledge base
- Ensuring robust traceability for compliance
- Providing frontline coaching for agents
- Continuously optimizing AI capabilities
The future of asset management customer service isn’t waiting – it’s unfolding now. Where do you stand in this journey?
Dive into our thinking:
GenAI in Asset Management
The digital edge: Redefining asset management customer service and distribution
Download PDFMeet our team
Kalpana Ramakrishnan
Principal, Advisory, KPMG US
Agnel Kagoo
Capital Markets Consulting Leader, KPMG US
Kshitij Agrawal
Advisory Managing Director, C&O Financial Services, KPMG US
Natarajan Balasubramanian
Director, Advisory, FS Operations, KPMG US
Kalpana Ramakrishnan
Principal, Advisory, KPMG US
Agnel Kagoo
Capital Markets Consulting Leader, KPMG US
Kshitij Agrawal
Advisory Managing Director, C&O Financial Services, KPMG US
Natarajan Balasubramanian
Director, Advisory, FS Operations, KPMG US