OPPORTUNITY MORE INTELLIGENT CUSTOMER ENGAGEMENT Customers who are continuously connected to By embracing AI’s the company will expect an “always-on, always- newer capabilities me” experience that is fueled by deep customer companies can knowledge and broad servicing capabilities. reduce costs while In recent years, artificial intelligence (AI) has been providing integrated, used in customer service to drive self-service and improved, and improve internal efficiencies. But by embracing AI’s newer capabilities—from video processing to complete customer machine learning—companies can reduce costs experiences. while providing integrated, improved, and complete customer experiences. KEY AREAS OF VALUE: Improving automated • Take a data-driven approach to look at customer intents servicing while for all interactions. unlocking capital • Use AI as the new customer gateway to simplify choices for investment and route customers to their best experience and most efficient channel for the intent in question. • Identify use cases that can be completely automated while also enhancing customer experience (CX) (e.g. which of the intents can be served by an intelligent chatbot, or even via robotic voice-to-voice). • Improve operational efficiency and governance by removing repetitive work and empowering employees to work in new, more strategic and proactive capacities. APPLIED CUSTOMER ENGAGEMENT+ REINVENTING SERVICE WITH AI 6