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.
- 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.
