Deloitte Releases AI Service Playbook
What happened
Deloitte Digital has released a playbook titled "The Future of Service: the Age of Intelligent Experience." The guide details an AI-first approach for companies to achieve scalable ROI in their service operations. It emphasizes making every customer interaction faster, smarter, and more personalized.
Why it matters
- A forthcoming Deloitte "Global Contact Center Survey" reveals that 43% of organizations believe AI can cut their contact center costs by 30% or more within the next three years. - The playbook builds on Deloitte's research which identifies a group of "service innovators" who are eight times more likely to have deployed Generative AI and achieve 57% more of their service strategy targets than their less advanced peers. - Deloitte's strategy involves redesigning service models end-to-end, rather than just automating tasks, utilizing multi-agent AI platforms to orchestrate workflows and the workforce. - To facilitate this, Deloitte is enhancing its TrueServe platform, a service acceleration and orchestration tool that has already been used in over 100 projects for more than 60 clients across various industries. - The playbook advocates for a human-AI collaboration model where AI handles routine and data-intensive tasks, allowing human agents to focus on judgment, empathy, and complex problem-solving. - According to a 2026 Deloitte survey, 64% of service leaders are already reporting higher agent productivity and 39% see a lower cost per contact due to AI implementation. - The approach is part of a larger push by Deloitte for companies to become "AI-first," which involves embedding AI into core business models and decision-making processes, not just using it as a tool for optimization. - Research from Deloitte indicates that companies currently using Generative AI are 35% less likely to have agents who feel overwhelmed by information during customer calls.
Key numbers
- - A forthcoming Deloitte "Global Contact Center Survey" reveals that 43% of organizations believe AI can cut their contact center costs by 30% or more within the next three years.
- The playbook builds on Deloitte's research which identifies a group of "service innovators" who are eight times more likely to have deployed Generative AI and achieve 57% more of their service strategy targets than their less advanced peers.
- To facilitate this, Deloitte is enhancing its TrueServe platform, a service acceleration and orchestration tool that has already been used in over 100 projects for more than 60 clients across various industries.
- According to a 2026 Deloitte survey, 64% of service leaders are already reporting higher agent productivity and 39% see a lower cost per contact due to AI implementation.
What happens next
- A forthcoming Deloitte "Global Contact Center Survey" reveals that 43% of organizations believe AI can cut their contact center costs by 30% or more within the next three years.
- The playbook builds on Deloitte's research which identifies a group of "service innovators" who are eight times more likely to have deployed Generative AI and achieve 57% more of their service strategy targets than their less advanced peers.
Quick answers
What happened in Deloitte Releases AI Service Playbook?
Deloitte Digital has released a playbook titled "The Future of Service: the Age of Intelligent Experience." The guide details an AI-first approach for companies to achieve scalable ROI in their service operations. It emphasizes making every customer interaction faster, smarter, and more personalized.
Why does Deloitte Releases AI Service Playbook matter?
A forthcoming Deloitte "Global Contact Center Survey" reveals that 43% of organizations believe AI can cut their contact center costs by 30% or more within the next three years. The playbook builds on Deloitte's research which identifies a group of "service innovators" who are eight times more likely to have deployed Generative AI and achieve 57% more of their service strategy targets than their less advanced peers. Deloitte's strategy involves redesigning service models end-to-end, rather than just automating tasks, utilizing multi-agent AI platforms to orchestrate workflows and the workforce. To facilitate this, Deloitte is enhancing its TrueServe platform, a service acceleration and orchestration tool that has already been used in over 100 projects for more than 60 clients across various industries. The playbook advocates for a human-AI collaboration model where AI handles routine and data-intensive tasks, allowing human agents to focus on judgment, empathy, and complex problem-solving. According to a 2026 Deloitte survey, 64% of service leaders are already reporting higher agent productivity and 39% see a lower cost per contact due to AI implementation. The approach is part of a larger push by Deloitte for companies to become "AI-first," which involves embedding AI into core business models and decision-making processes, not just using it as a tool for optimization. Research from Deloitte indicates that companies currently using Generative AI are 35% less likely to have agents who feel overwhelmed by information during customer calls.
