How Generative AI Will Change the Way We Do Customer Service

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:

1. What customer service opportunities do we prioritise?
2. What platform(s) will we choose?
3. How are we going to develop our capabilities for customer service improvement? What Target Operating Model do we envision?
4. 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.