Deloitte playbook promotes AI-first service
Deloitte Digital has released a playbook titled "The Future of Service: the Age of Intelligent Experience." The document outlines an AI-first approach for enterprises to achieve scalable return on investment in their customer service operations. The strategy focuses on making every interaction faster, smarter, and hyper-personalized through the use of AI.
- Deloitte is backing its AI strategy with significant capital, including a $2 billion investment in technology learning and development initiatives for its staff. - The firm has expanded its technical capabilities through strategic acquisitions, including the purchase of SFL Scientific, a data science consulting firm, and OpTeamizer, a specialist in AI and accelerated computing on NVIDIA platforms. - Key technology alliances are central to Deloitte's approach, including expanded partnerships with NVIDIA to build solutions on platforms like NVIDIA DGX and NeMo LLM software, and with Google Cloud to leverage Vertex AI and PaLM Foundation Models. - This strategy is informed by Deloitte's own market research, such as its "State of Generative AI in the Enterprise" report, which surveyed nearly 2,000 leaders on AI adoption, and a separate "Global Contact Center Survey" where 43% of organizations projected AI could reduce costs by over 30%. - To manage implementation risks for clients, Deloitte employs its "Trustworthy AI" framework, designed to help balance ethical considerations and build necessary safeguards into AI systems. - The firm is also integrating generative AI into major enterprise software platforms, illustrated by an expanded alliance with ServiceNow to embed its Now Assist capabilities into Deloitte's managed service offerings. - This playbook builds on Deloitte's earlier moves to operationalize AI for clients, such as the 2021 launch of its "ReadyAI" offering, an "AI-as-a-Service" model that provides clients with access to AI specialists and managed services on a subscription basis.
