The Agentic Edge: Redefining Customer Service in Asset Management
Redefining asset management customer service and distribution
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 agentic 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
- Latency and Productivity Loss: Service reps spend between 1–3 minutes resolving simple inquiries and up to an hour navigating complex queries across multiple systems. This decreases overall efficiency and results in sub-optimal client experiences.
- Inconsistent Answers: High service rep turnover, varying experience levels, and the pressures of managing difficult customer interactions lead to inconsistent answers and diminished client satisfaction.
- High Escalation Rates: Routine inquiries are escalated unnecessarily due to service reps lacking expertise or system access, increasing operational costs and creating bottlenecks in query resolution.
Implementing the agentic framework: AI-driven customer service transformation
Implementing an agentic framework in asset management service centers improves key service metrics by fundamentally redesigning service processes through an agentic lens, with AI enabling more efficient, consistent, and scalable operations.
| Metric | Before AI | After AI | Improvement |
| Average Lookup Time | 1–3 minutes | 5-10 seconds | Up to 9x faster |
| Response Accuracy | 80–85% | 93–98% | +10–15 percentage points |
| Junior service rep productivity | Baseline | +30–50% | Significant increase |
| Customer Experience Score (CSAT) | Moderate | High (Consistently Positive Feedback) | Marked Improvement |
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:
The Agentic Edge: Redefining Customer Service in Asset Management
Redefining asset management customer service and distribution
Download PDFMeet our team
Agnel Kagoo
Principal, Advisory, Capital Markets, Financial Services Operations, KPMG US
Kshitij Agrawal
Advisory Managing Director, C&O Financial Services, KPMG US
Natarajan Balasubramanian
Director, Advisory, FS Operations, KPMG US
Jonathan Hsiung
Advisory Managing Director, KPMG US
Agnel Kagoo
Principal, Advisory, Capital Markets, Financial Services Operations, KPMG US
Kshitij Agrawal
Advisory Managing Director, C&O Financial Services, KPMG US
Natarajan Balasubramanian
Director, Advisory, FS Operations, KPMG US
Jonathan Hsiung
Advisory Managing Director, KPMG US