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What’s Your Company’s AI IQ?

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Leading companies are moving beyond conventional AI uses like chat-bot issue resolution or personalized shopping. Instead, they are thinking more broadly about how AI can transform the customer experience.

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What’s Your Company’s AI IQ?

  1. 1. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  2. 2. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Leading companies are moving beyond simple cost efficiency conventions when it comes to AI. They're thinking about using AI for complex innovation to transform the customer experience (CX) and help them leapfrog over the competition. REINVENTING THE CUSTOMER EXPERIENCE
  3. 3. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. A transformed CX will use AI to create a tailored, differentiated and seamless experience that blends the best of human and artificial intelligence, increases loyalty and overall company value. AI AS A DIFFERENTIATOR
  4. 4. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Embracing an overall AI fabric across the business can offer a potential 30-50% increase in enterprise profitability. HOW MUCH IS AI WORTH TO THE AVERAGE COMPANY?
  5. 5. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Customers expect AI to remove the burden of routine decision making. Though some have concerns, most think AI will have a positive impact in their personal lives. DIY TO DO-IT-FOR-ME • 6/10 would trust intelligent technologies to keep their home secure. • 7/10 trust AI to monitor and adjust home energy use. • 5/10 trust AI to shop for their food. • 9 /10 consumers are satisfied with their digital assistant.
  6. 6. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Today’s customers want simple interactions. They don’t care which channels a company processes through as long as they get a personalized, intelligent experience. • 3/4 customers expect to pick up where they left off when moving between channels. • Roughly half of consumers (47%) rate inconsistent experiences or treatments when using different channels as frustrating or extremely frustrating. FROM OMNICHANNEL TO CHANNEL-LESS
  7. 7. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. AI takes the routine and analytics workload off human CSRs and lets them focus on what humans do better than AI: creativity, intuition, empathy and choice. A WORKFORCE SWEET SPOT
  8. 8. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Customers benefit from the analytical firepower of AI and the more nuanced intelligence of humans. • A recent worldwide survey shows 80% of customers still prefer to chat with a human when getting service. BEST OF BOTH WORLDS
  9. 9. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. THREE FIRST MOVES TO REINVENT CX WITH AI: Your company has probably looked at AI only through an efficiency lens. Finding ways to better serve your customers deserves its own brainstorm. 1. Identify where you can innovate for your customer and invest accordingly
  10. 10. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. THREE FIRST MOVES TO REINVENT CX WITH AI: As “Do It For Me” becomes the dominant mode of customer interaction, your company’s AI will have to play nicely within and outside your industry for a seamless experience. 2. Spend less time mapping channels and more mapping your AI ecosystem
  11. 11. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. THREE FIRST MOVES TO REINVENT CX WITH AI: Governance is key to getting AI right for your customers. Set a top-down strategy to balance these powerful capabilities in the context of efficiency, technology and CX. 3. Organize a future where AI, digital and customer experience meet in an integrated way
  12. 12. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Learn more about increasing consumer loyalty and company value through AI-powered customer experience, with the full report: @AccentureStrat Follow us on LinkedIn WHAT’S YOUR COMPANY’S AI IQ? JOIN THE CONVERSATION:

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