Dive into the revolutionary world of Generative AI and its transformative impact on customer service. We unravel its potential across customer engagement, service delivery, and customer retention & advocacy. Learn about the critical choices necessary for harnessing this emerging technological wave.
Imagine a world where customer service transcends boundaries and enters a new realm of efficiency, personalisation, and entertainment. Meet AI-powered 3D avatars who hold the power to flawlessly answer all product questions from customers and even achieve remarkable sales figures in live streaming rooms. Generative AI provides us with the opportunity to engage with customers in a live (automated) conversation while adding relevant functionalities such as seamlessly integrated 3D rendering and virtual reality (VR) to the conversation while analysing data from the Internet of Things (IoT). Organisations are now presented with unprecedented ways to elevate the human experience and their level of customer service while orchestrating seamless and relevant interactions across every touchpoint in the customer journey.
Balancing Generative and Conversational AI for Effective Customer Service Solutions
In this evolving landscape, Generative AI takes a centre stage. A branch of artificial intelligence powered by foundation models such as GPT-4, PaLM or Gemini focused on creating new and original content is transforming customer service by empowering a myriad of innovative applications.
Exploring the Enormous Potential of Generative AI in Customer Service
Generative AI holds immense potential across all business models - be it B2B, B2C, or even B2E - yet its applications in customer service remain a relatively unexplored territory. From customer engagement to service delivery and customer retention & advocacy, Generative AI is reshaping customer service.
The 4 Critical Choices Organisations Need to Make
When exploring the potential of Generative AI to enhance customer service, business leads may be eager to envision how these applications can benefit their own business. To turn that vision into reality, addressing the unique needs, and driving growth and success, the organisation should focus on four key questions that will guide the integration and implementation of Generative AI:
- What customer service opportunities do we prioritise?
- What platform(s) will we choose?
- How are we going to develop our capabilities for customer service improvement? What Target Operating Model do we envision?
- How do we manage our risks?
Deloitte’s Customer Service Strategy & Design Team
With our dedicated Customer Service Strategy & Design Team, we have a wealth of knowledge in developing and executing tailored strategies that drive success. Let's embark on a journey towards revolutionising your organisation's approach to customer service together.
We invite you to reach out to speak about your challenges and ambitions. Robert Collignon, Eeuwe Kamsteeg and Franklin Heijnen are ready to team up with you to deliver the impact your organisation and customer deserves.
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Deloitte’s Customer Service Strategy & Design Team
With our dedicated Customer Service Strategy & Design Team, we have a wealth of knowledge in developing and executing tailored strategies that drive success. Let's embark on a journey towards revolutionising your organisation's approach to customer service together.
We invite you to reach out to speak about your challenges and ambitions. Robert Collignon, Eeuwe Kamsteeg and Franklin Heijnen are ready to team up with you to deliver the impact your organisation and customer deserves.
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Get in touch
Robert Collignon
Robert is Director in the Customer Strategy practice with a focus on the insurance and wealth management industry. He has over 20 year experience both as a consultant as well as in working for FSI industry organisations. His passion is to design and deliver winning strategies, brands and customer propositions which benefit organizations and contribute to a better society. Typically this involves business model innovation, digital transformation, new venture design, partnership strategies, digital technology (data management, marketing automation), operating model design and proposition design. Prior to joining Deloitte Robert was the global Head of Brand & Customer Strategy at an insurance organization, he is one of the proud founders of GoBear (www.gobear.com) - a successful FinTech in the financial services industry in Asia and author of ‘Pensioen voor Dummies’.
Sjors Broersen
Sjors is an experienced consultant specializing in AI. He has a PhD in Astronomy. With a strong background in data analysis and modeling, he has a unique perspective on the intersection of technology and business. Sjors brings a thoughtful and innovative approach to each project, helping clients unlock the potential of AI. Sjors co-leads the Dutch hub of the Global Deloitte AI Institute.
Franklin Heijnen
The combination design and technology should make our lives more easy, should make us smarter and should bring more beauty and joy into the world. From 1997 I have been involved in digital projects. I use design thinking and service design to co-create better experiences for customers, citizens and employees. Also I teach and coach teams on these topics. Furthermore, I always bring my camera as I’m an enthusiast street photographer.