Deloitte releases AI playbook for customer service
Deloitte Digital has released a value playbook titled "The Future of Service: the Age of Intelligent Experience." The guide details an AI-first strategy for enterprises to achieve scalable return on investment in their service operations. The approach aims to make every customer interaction faster, smarter, and more personalized.
- According to Deloitte Digital's research, 43% of global service leaders believe AI will help them cut contact center costs by 30% or more within the next three years. - The playbook emphasizes a shift from chatbots to more complex "agentic systems" capable of resolving complex cases through natural conversation and orchestration across various channels. - Deloitte’s AI offerings are underpinned by strategic alliances with major technology players, including leveraging NVIDIA's full hardware and software stack, Google Cloud's Vertex AI and PaLM models, and Anthropic's Claude models for enterprise use cases. - A key part of Deloitte's strategy is the "Trustworthy AI™" framework, which is designed to help clients implement necessary safeguards and manage ethical considerations during AI development and deployment. - Broader market data shows that while 74% of organizations expect AI to increase revenue, only 20% have actually seen a positive impact on their bottom line so far. - The push for AI in customer service is significant, with the market projected to grow from approximately $12 billion in 2024 to nearly $48 billion by 2030. - Forrester research highlights that a primary obstacle to AI success in customer service is not the technology itself, but systemic issues like outdated systems, fragmented data, and poor knowledge management. - Deloitte's own 2026 survey found that companies with mature service capabilities are twice as likely to be using agentic AI (48%) compared to their less mature peers (24%).
