Deloitte releases AI-first customer service playbook
Deloitte Digital has released a value playbook titled "The Future of Service: the Age of Intelligent Experience." The guide details an actionable, AI-first approach for companies to achieve scalable ROI by making every service interaction faster, smarter, and more personalized.
- According to Deloitte's forthcoming "Global Contact Center Survey," 43% of service leaders believe AI will cut their contact center costs by 30% or more within the next three years. - The playbook's approach is built on human-AI collaboration, where AI systems handle routine tasks, allowing human agents to focus on complex problem-solving, judgment, and empathy. - A 2026 Deloitte Digital survey found that 64% of service leaders have already seen higher agent productivity due to AI, and 39% have reported a lower cost per contact. - In the insurance sector, AI is already having a major impact on claims, with 66% of insurers globally using AI in some capacity and AI-driven automation cutting average claims processing times by up to 75%. - To facilitate this transformation, Deloitte Digital offers a service acceleration and orchestration platform called TrueServe, which helps companies design and deploy AI-powered service capabilities. - The "intelligent experience" model moves beyond simple chatbots to use "agentic AI," which can resolve complex cases through natural conversation and orchestration across various channels. - The push for AI in service is a response to the 70-85% of AI initiatives that fail to meet expectations, often because the launch and scaling of the technology are not adequately addressed.
