Generative artificial intelligence (AI) is changing the way companies interact with their customers. AKIO is at the forefront of this transformation, as demonstrated by the latest study by the French Customer Relations Association (AFRC) in partnership with Accenture.
The white paper entitled ‘Transforming your customer relations with generative AI’, the outcome of this study, reveals how this technology can be used to improve the Customer Experience.
Generative AI: a technological revolution
Generative AI is an advanced technology capable of creating original content, such as text, images, music or video, with a quality that is often indistinguishable from that produced by humans. ‘Indeed, what sector, what profession will not be affected, augmented, transformed by generative Artificial Intelligence, this AI which relies on these large deep learning models pre-trained on large quantities of data and which are constantly developing’, stresses Eric DADIAN, President of the AFRC (Press release, 16 July 2024). This technology enables companies to engage and retain their customers in a more effective and personalised way.
The white paper also contains a summary table of the main players in the market. A clear, practical approach to help Customer Relationship Management and Customer Experience Departments identify customer relationship management software publishers and choose the partner best suited to their needs.
Non-exhaustive overview of Customer Relations solution publishers using Generative AI
Personalised and consistent customer interactions
Generative AI makes it possible to analyse customer feedback with unprecedented precision, offering the opportunity to understand customers in depth and personalise interactions. It also ensures consistency in all customer interactions with the brand, whatever the channel, by relying on the same knowledge bases. This guarantees exceptional communication quality across all contact points.
Optimisation of internal processes
Generative AI also improves internal business processes by automating repetitive tasks and managing large numbers of customer requests. This technology frees up time for teams, allowing them to concentrate on strategic activities that require human intervention. It optimises certain stages in the customer relationship, increasing the efficiency of internal processes and helping to simplify agent training.
Case study : Akio Unified for Bruneau
At Bruneau, the french leader in office supplies, the integration of AI into the contact centre, via Akio Unified, has marked a qualitative step forward. The adoption of AI has led to an increase in team productivity and a significant improvement in the quality of customer responses.
‘As far as the teams, the customer agents, are concerned, the new AI functionalities are freeing up their time. I’ve had people come up to me and say ‘Wow, this has finally lifted a load off my shoulders! Because for me, writing an email to a customer, formulating ideas and structuring things is a struggle. With this tool, I can work much faster and there’s a lot less pressure on me in terms of production.
‘At the level of contact centre management and supervisors, there’s an option that lets you validate a selection of emails, a percentage, to make sure that spelling, grammar and processes are respected. For the people whose emails we used to validate, because there were doubts, today this whole part has fallen to 0%. As you can see, this frees up time for managers so that they can spend more time on other subjects with their teams.
Another operational advantage of this kind of tool is that there’s no need to spend hours training people. You show the person how it works and, because it’s all in natural language, it’s finally done, literally, naturally.’
Vincent GELBARD
Head of Customer Service, Bruneau, on the benefits of AI in the contact centre during the AKIO conference at All4Customer 2024, Paris.
Security, compliance and confidentiality
The adoption of generative AI must never compromise data security and confidentiality. That’s why, at AKIO, we place the protection of customer privacy at the heart of our priorities. In compliance with the RGPD, all data processed by our AI tools is rigorously anonymised, ensuring maximum confidentiality. In addition, we comply with the strictest security standards, including ISO 27001 certification, to ensure secure data management at every stage. AKIO is committed to offering innovative technological solutions without compromising on security.
Conclusion
The integration of AI into customer service represents a significant evolution, bringing new levels of efficiency and personalisation. As a key player in this transformation, AKIO is developing solutions that support humans in their daily missions.
The study conducted by the AFRC in partnership with Accenture highlights the concrete impact of generative AI on Customer Relations. For AKIO, being mentioned in the panorama of publishers of solutions using generative AI testifies to our pioneering role in this revolution. By continuing to innovate, we are committed to offering cutting-edge tools that support businesses in their quest for an outstanding customer experience.
Founded in 1998, the Association Française de la Relation Client is a community of professionals who drive the transformation of businesses and the economy through the Customer and Employee Experience. It has over 3,500 members and 310 companies from 23 business sectors. To find out more, visit www.afrc.org
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services, creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com