Reimagine customer service with email

Use KPMG Intelligent Interactions to improve your customer email communication.

Phil Rolland

Phil Rolland

Managing Director, Financial Services Solutions, KPMG US

+1 704-371-8244



 

Watch this short video to learn how KPMG Intelligent Interactions, built on Google Cloud, can help businesses solve customer inquiries in a less costly, more efficient way, and earn those customers' trust. The video demonstrates how KPMG Intelligent Interactions, using the email channel, can help a bank respond to a customer’s inquiry about an overdraft fee, improve the customer experience, and more.

 

Video transcript



Email remains one of the most used ways customers interact with businesses.

According to Statista, there will be more than 281 billion emails sent for business and private purposes every day in 2018. That will increase to more than 333 billion per day in 2022.

It’s common for customers to email businesses with inquiries such as why their mobile phone service provider charged a fee for going over their data limit or to add a new service to their account.

In this example, a bank has charged this customer an overdraft fee.

Unexplained fees can jeopardize relationships—especially if customers can’t understand the reason for the fee and get a resolution quickly.

We developed KPMG Intelligent Interactions for email, and other channels, to help meet this challenge.

These solutions, built using Google Cloud APIs and KPMG-developed custom models, apply machine learning, and other automation such as RPA, to help businesses answer inquiries and solve customer issues in a less costly, more efficient manner.

When frustrated customers inquire about fees, businesses need to respond quickly to identify the issue and initiate interaction based on the customer’s intent and sentiment.

KPMG Intelligent Interactions incorporates cloud, artificial intelligence, and automation technologies to create a more consistent experience—by design.

The system uses natural language processing to identify key words and understand a customer’s mood. In this case, key words show the customer is frustrated.

The system can also automatically contextualize a conversation’s importance.

Then it’s critical to deliver on the customer’s request—an important way to build trust with customers.

The system uses machine learning and big data to select an appropriate response.

It automatically displays the customer’s details for the human agent, augmenting the agent’s actions and enabling a better customer experience.

The system allows companies to customize how it displays information on each customer.

Based on the inquiry type, the system recommends a response for the customer support representative. It replaces template content such as the assessed fee amount.

The human agent reviews the answer, has the opportunity to reject, edit, or verify it, and delivers the response to the customer.

Automation reduces manual copy and paste efforts, as well as the need for customer service agents to juggle systems.

The saved time allows agents to handle more inquiries and focus on high-value customer interactions.

The customized response improves the customer experience by providing information about the charge and how to avoid future fees.

As the interaction continues, the customer asks which payment caused the overdraft.

The system uses machine learning to determine they have not over-drafted their account in more than a year and are considered a premium customer.

Based on the customer’s relationship, the system automatically removes the fee and proactively offers options to eliminate future issues.

Once the issue is resolved, the system applies the data related to the interaction to enhance its ability to serve future customers.

By supporting customers with a transparent blend of human and system support, businesses are able to build trust with customers while improving the system’s effectiveness and augmenting agent performance.

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

Learn more about KPMG Intelligent Interactions, built using Google, and how we help clients use intelligent automation technologies to anticipate and respond to customer interactions and improve other aspects of the customer experience.

Life just got easier.