Customers demand consistent, omnichannel services. High customer expectations for quality, value, and service are now the norm.
The proliferation of devices and access available in today’s digital Internet and data-driven cloud economy gives customers the power of choice. Voice, email, Web, chat, text, instant message, and virtual assistant—accessed via a desktop, phone, or tablet device—are all options for making a business inquiry or executing a transaction. Not only do customers require the same experience on all options and devices, but also expect overall service levels to be high as well.
Companies that fail to meet these expectations are at risk because customers—especially in the financial services, telco, retail, and healthcare industries—can easily navigate to competitors adopting automation. These frontrunners not only reap market share, but also realize streamlined business processes and significant cost reductions.
Intelligent interactions—that is, customer experiences enhanced with machine learning (ML), artificial intelligence (AI), and data and analytics (D&A)—have the potential to enhance customer touchpoints, reduce costs, and improve efficiencies. By augmenting live agents with AI support to improve service, customers can be offered proactive outreach, relevant choices, and expeditious service by virtual assistants capable of determining customer sentiment and intent—all of which improves brand stickiness and experience. And the same technologies that improve customer interactions also help generate actionable D&A to distill trends and even influence new product and service creation.
KPMG and Google Cloud: A partnership to enhance customer interactions
A pillar of KPMG’s Connected Enterprise offering, KPMG’s Intelligent Interactions solution automates and enhances customer interactions by using Google Cloud APIs and KPMG-developed custom models to determine sentiment and intent, and linking that ability with other intelligent automation technologies such as RPA or business process management. KPMG Intelligent Interactions built on Google Cloud combines KPMG’s deep industry and functional experience with Google Cloud’s wide-ranging data analytics and ML platform.
With KPMG’s Intelligent Interactions solution, you can greatly improve quality of service, gain new insights with powerful D&A, and remove significant annual operating costs. Higher customer satisfaction becomes a competitive advantage, enabling you to increase revenue and profitability.
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