AI Accelerator Framework for Service

As customer expectations of service standards evolve, organizations should optimally orchestrate the customer experience to stay ahead of the competition. The way customers engage and the speed with which they receive answers has fundamentally changed. Today’s technologies are enabling these rapid changes in communication preferences. Customers may now be serviced by voice, digital, and multi-channel, AI-powered solutions that comply with privacy and security standards. Companies now need to move beyond a focus on individual interactions to create multidimensional and interconnected experiences targeted towards building and managing relationships with customers.

Deloitte's AI Accelerator Framework for Service helps organizations meet the demands of today's customers. The accelerators feature reusable, pre-built capabilities that enable our clients to address common contact center inquiries handled by self-service and representatives, including:

Self-service A conversational self-service framework, complete with representative use cases, that deflects customer inquiries from the contact center or reduces handle time.

Representative experience Custom desktop capabilities for representatives that accelerate handle times with quick actions and conversational insights.

CCaaS Amazon Connect Contact Flows that enable effective conversations for all customer types with self-service assistants and live reps.

Call analytics Analytics that enable leaders and supervisors to understand and monitor contact center performance to drive better business outcomes.

Flexible integrations Integrations with leading industry platforms that support the sector-specific use cases and reduce development costs.

THE ACCELERATOR FRAMEWORK IN ACTION We’ve applied this accelerator framework to create tangible features and pre-built use cases from across industries that showcase the depth and breadth of how our end-to-end contact center capabilities can be realized. Because the framework is highly configurable and flexible, the same features and capabilities can be tailored to any use case or industry.

Highlighted Features • Generative AI behaviors to enhance conversational self-service capabilities (e.g., task acceleration, conversational search) • Cross channel experiences led by our innovative digitally-assisted IVR (i.e., smartphone screen support for phone calls) for improved containment • Enhanced security verification through Amazon Rekognition (i.e., facial liveness and identity detection) • Extensive Generative AI support for representatives (e.g., call wrap-up, customer summaries, real time insights)

Sample Use Cases by Industry P&C Insurance • First Notice of Loss (FNOL) • Roadside assistance • Repair shop search

Retail Banking • Account summary • View / search transactions • Dispute transactions • Report lost card

Healthcare • Provider search • Appointment scheduling • Appointment history & management

Our customizable solutions bring AI and automation to the self-service and live representative experiences, managing and reducing contact center costs amid growing call volumes while enabling our clients to quickly and easily expand to additional use cases.