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.

1. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

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

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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

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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?

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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.

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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

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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

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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

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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

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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

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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. 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:
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