Intelligent Automation and AI

Intelligent automation and AI is finally starting to deliver on the promise of self service and is transforming the customer experience for many organisations. It is also being used for sales data manipulation, transforming the work of sales professionals. We are moving from a world of self-service portals, where the onus was on the customer to input their information, to a much more interactive and customer friendly method through chatbots. Alongside this, organisations are harnessing the power of AI to transform the way they identify sales and service trends and issues and using automation to help resolve them. Getting the balance between human and machine right is critical, however. While the intelligence or IQ can often be delivered by machines, the EQ and emotional moments that matter still need a human.

What’s new?

  • Commercially available solutions understand conversations by building models from scratch using client specific training data such as call centre transcripts. There are many pre-trained models developed by the data science community that are yet to debut in mainstream products due to the unpredictability of the results. Some start-ups in this space are tackling this challenge precisely to be able to unleash the power of models trained on billions of conversations.
  • There has been a surge in enterprise software companies launching their own proprietary AI products. These solutions benefit from easy access to enterprise data but whether they perform over and above more established AI products on the market is to be debated.
  • Cloud platforms such as AWS and GCP now have enterprise ready contact centre AI product suites that use their own proprietary AI to understand customer interactions. It can perform analytics on conversation data to uncover customer behaviour insights, recommend resolutions or new services and integrate with live chat messaging and telephony platforms.

How we can help

  • Our team of intelligent automation experts at Deloitte can develop solutions right across the spectrum of automation, from Robotic Process Automation to deliver efficiencies, through to chatbots and AI analysis models to transform the customer experience and operational improvement. We bring our experience of different industry sectors together in our accelerators, enabling us to solve common challenges but also bring different perspectives to a challenge.

How we’ve helped organisations like yours

FTSE 100 Utility
Consumer goods company
We delivered this UK water company’s first robot as a proof of concept and quickly moved into production. We implemented Robotic Process Automation Solutions to reduce the manual effort associated with scheduling field teams and even applied automation to water processing alarms. Alongside this, we built the operating model and transferred our knowledge to allow the client to be self-sufficient. We recently built and launched this leading brand’s online chatbot. The chatbot recognises common customer phrases and uses the CRM knowledgebase to try and solve the enquiry. Where it can’t solve the problem, it is able to route the customer to an appropriately skilled advisor.
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