Dentsu leverages generative machine learning to revolutionize customer service experiences.
Dentsu Global Services (DGS), the global capability centre of Dentsu, has unveiled a groundbreaking AI solution called GML. This innovative system is designed to revolutionise customer service by automating millions of interactions each year, freeing up teams to focus on areas that require a more personal touch.
Just a few weeks after its launch, GML has shown impressive results. Satisfaction levels surged by 22%, resolution times plummeted by 80%, and the system is now scaled to handle 40 million customer conversations annually.
GML isn't a quick fix, but a shift in the way service is approached. It anticipates problems and equips teams with the tools to resolve them, aiming to intervene before customer escalation. This proactive approach improves customer satisfaction and reduces costs associated with poor customer experiences.
The system demands real-time data flow, effective system communication, and fast responses with no lags. It evaluates customer risk in real time, surfaces clear next steps for agents, and flags problematic orders. It even digs deeper into customer conversations, calculates a risk score, and triggers actions in real time.
By combining the strengths of Generative AI and Machine Learning, GML provides a comprehensive solution for businesses to improve their customer experience. It understands people and learns from their behaviour at scale, delivering AI-first, scalable solutions through Dentsu's network.
The disconnect between operational and customer data highlights the need for a more holistic approach to customer experience. GML addresses this by combining operational data and conversational data into one model for a more accurate picture of customer risk.
In addition to improving customer satisfaction, GML has also demonstrated significant financial benefits. It saved $6 million in revenue from churn avoidance and half a million dollars in operational savings from reduced call volumes.
At DGS, employees can accelerate their careers, collaborate with global teams, and contribute to work that shapes the future. DGS brings together world-class talent, breakthrough technology, and bold ideas to deliver impact at scale for Dentsu's clients, its people, and the world.
While the article does not directly address challenges in adopting GML, it implies that many companies are still struggling to get their customer experience right, suggesting potential difficulties in implementing new technologies like GML. However, the benefits of GML are clear, making it an exciting development in the field of AI and customer service.
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