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BearingPoint: AI: Rewriting Customer Interaction Rules


In the dynamic world of customer service, generative AI leads a significant shift towards blending automated and human interactions for enhanced experiences. Herwig Temmerman, partner, Maël Murta, senior manager and Aurélie Sales, manager at BearingPoint share their vision of this new technological era. 


Why is GenAI considered a revolutionary advancement in customer relationships? 

Unlike conventional chatbots, GenAI transcends the limitations of scripted responses, dynamically adapting to a myriad of customer inquiries with unprecedented contextuality and precision. This adaptability is not confined to a single communication medium; it spans emails, voice calls, and instant messaging, facilitating seamless automated customer interactions. The revolution stems from two pivotal advancements. Firstly, a technological leap overcame the longstanding challenge of generating context-specific AI responses. Secondly a shift in accessibility occurred, making this sophisticated technology readily available for integration into existing systems. These developments empower customer services across industries to automate processes previously deemed unautomatable, marking a significant departure from traditional customer engagement methods. 

How does GenAI enhance customer relations and what are the ROI benefits? 


Generative AI (GenAI) is revolutionizing customer service, focusing on three key avenues: customer service automation, sales campaign enhancement, and administrative task simplification. In customer service, GenAI targets the automation of time-consuming interactions, such as responding to specific complaints or updating parcel tracking, to free up human operators for more complex tasks. For sales campaigns, it automates low-value tasks like cold prospecting calls and scheduling appointments, optimizing sales staff efficiency. In the realm of administrative tasks, GenAI streamlines processes requiring human oversight, such as filing insurance claims or assisting with regulatory compliance, making them more user-friendly and efficient. An example of its impact is BearingPoint's collaboration with a logistics leader, automating 30% of customer inquiries previously handled by humans, boosting productivity and customer satisfaction by improving issue resolution efficiency. 

"Automating the conversation with clients for time-consuming interactions enhances both team productivity and customer satisfaction."


What steps should companies take to implement GenAI in their operations? 


The key to success lies in experimentation. This transformation begins with identifying feasible use cases and areas for optimizing customer service, laying the groundwork for a confident journey through experimentation and scaling. Adapting the technology stack is critical, yet with rapid technological advancements, today's solutions may not suffice in the long term. Agility in selecting solutions with immediate business impact and short-term ROI is essential. Furthermore, addressing potential staff resistance is key; early engagement, training, and support mitigate fears, ensuring smooth project execution. This proactive change management cultivates an adaptable, resilient organizational culture, ready for impending changes. 

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