Reimagine customer service with Intelligent Interactions

Your customers are intelligent. Shouldn't your interaction channels be even smarter?

Phil Rolland

Phil Rolland

Managing Director, Financial Services Solutions, KPMG US

+1 704-371-8244



 

People expect good service that predicts their needs and delivers on expectations, but most service channels leave customers disappointed or frustrated. Watch this video for a brief overview of KPMG Intelligent Interactions, our new method that helps customers use data analytics and intelligent automation, built on Google Cloud, to reimagine how they interact with customers.

 

Video transcript


Customers expect good service that predicts their needs and delivers on expectations, but most service channels leave customers disappointed or frustrated.

Companies spend $1.3 trillion dollars to conduct 265 billion customer service calls each year.

They know poor customer sentiment is expensive and overloads their workforce.

At the same time, customers can spend up to 38 hours on average to resolve a tier 1 or very important inquiry.

How can companies connect better with customers and take the burden off employees?

Companies that enhance their customer service using data analytics and intelligent automation can reduce response times by 50 to 80 percent.

Cost per service transaction can decrease as much as 15 to 200 times.

70 percent of consumers say they prefer messaging over calling for customers support.

Technology enables tens of thousands of virtual queries to deflect to virtual agents.

The result is better, more consistent customer experience—by design.

How? Technology allows companies to anticipate customers’ sentiment and intent and seamlessly fulfill their needs.

We are developing new solutions called KPMG Intelligent Interactions—built using Google Cloud—which will help companies reimagine how they interact with customers.

KPMG Intelligent Interactions combines Google Cloud—a comprehensive platform for data analytics and AI—with robotic process automation and channels like Google Home and the Google Assistant, to quickly enhance customer service effectiveness.

KPMG Intelligent Interactions use intelligent automation to address the five main customer interaction channels—email, voice, chat, virtual assistants, and search.

The solution design applies machine learning across the channels to gain deeper customer insights and trigger better, highly automated responses that will keep customers coming back.