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KPMG and Google Cloud Contact Center Bring AI to the Center of Customer Service Experience

KPMG’s Intelligent Interactions Solution on Display at Google Cloud Next ’18 Helps Clients Enrich the Customer Experience Using the Google Cloud Contact Center 

KPMG International has announced an integration of its Intelligent Interactions solution with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience and productivity of contact centers.


KPMG’s Intelligent Interactions uses machine learning (ML), AI and data and analytics to automate and enhance customer experiences and touchpoints through five main channels: voice, chatbots, virtual assistants, search and email.  The integration with Contact Center AI expands KPMG’s global alliance with Google Cloud and is part of a growing AI portfolio of tools and technologies within the Intelligent Interactions ecosystem.

When integrated with Contact Center AI ─ a solution that allows enterprises with limited ML expertise to deploy AI in their contact centers ─ KPMG clients can improve the quality of customer service, gain new insights with data and analytics and remove significant annual operating costs.

KPMG Would Deliver Actionable Analytics to Distill Trends and Influence New Product and Service Creation

“Contact Center AI accelerates an organization’s ability to understand customer trends so they can enable customer interaction channels with operational, training and decision making analytics,” said Miriam Hernandez-Kakol, Global Leader for Customer & Operations Advisory, KPMG in the US.

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Miriam added, “With faster access to insights and enhanced understanding of intent and reason, businesses can proactively respond to trending customer needs while reducing costs and improving efficiencies.”

Key features of KPMG’s Intelligent Interactions integration with Contact Center AI include —

  • Offering customers proactive outreach, relevant choices and expeditious service from virtual conversational agents that automatically chat with customers.
  • Enhancing human contact center agents and channels with AI to help improve service by receiving automatic suggestions and articles to answer customer concerns.
  • Ability to provide a live agent with the full context of the virtual agent conversation.
  • Generating actionable analytics to distill trends and influence new product and service creation.
  • Increasing revenue and profitability through higher customer satisfaction and the resulting competitive advantage.
  • Extracting email topics and customer sentiment to generate intelligent responses and predict which templates agents need to resolve customer issues.

“Contact Center AI empowers enterprises with AI to complement and enhance their contact centers,” said Rajen Sheth, Director of Product Management, Google Cloud.

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Rajen added, “Google Cloud’s goal ─ through our relationships with key alliance partners like KPMG ─ is to make it as easy as possible for our customers to use AI for contact centers.”

KMPG Clients Would Achieve a More Consistent and Improved Customer Experience Spanning Email, Voice, Chat, Search and Virtual Assistant Channels

The integration leverages KPMG’s deep industry and functional experience with Google Cloud’s wide-ranging data analytics and ML platform built for large-scale elasticity and stability, security and performance. KPMG has decades of experience in architecting and integrating enterprise contact center solutions in many industries.

Miriam added, “The art of the possible with analytics is where we really help provide value in teaming with Google Cloud. Our investment and capability in machine learning, smart analytics, and other intelligent automation technologies is underpinned by a business-first, issues-led approach that helps KPMG clients achieve a more consistent and improved customer experience spanning email, voice, chat, search and virtual assistant channels.”

Through its strategic alliance with Google, KPMG has certified more than 65 Google Cloud consultants and established an innovation lab to help clients integrate the latest Google Cloud technologies, including the Contact Center AI, into their business and operating models.

During Google Cloud Next ’18, Traci Gusher, Data & Analytics Principal, KPMG in the US, will showcase how to apply Google Cloud’s Contact Center AI during a session, AI Powered Contact Center Analytics, on Wednesday, 25 July at 11:00 a.m. PT.  The demo uses data from KPMG’s IT Help Desk and includes more than 95,000 contacts from a nine-month period.

KPMG at Google Cloud Next ’18

KPMG is a sponsor of Google Cloud Next ’18, 24-26 July at the Moscone Center in San Francisco.

Future of Retail Banking on Display 

During the Next ’18 Financial Services Showcase, KPMG will join Google Cloud and Samsung Electronics America, Inc. for an immersive demo of the future of retail banking. Experience a next-generation mortgage application process at “home” and at the “branch” that combines multiple Google Cloud technologies with the KPMG Intelligent Interactions solution.

Phil Rolland, Advisory Managing Director, KPMG in the US, said, “KPMG and Google Cloud are using machine learning and analytics to radically reimagine the home mortgage application process for customers of our Financial Services clients. This automation is designed to reduce the 45 to 60-day average mortgage approval process by half or more, and it’s just the beginning of what is possible.”

For example, from the comfort of their living room, a customer can provide some basic information and shop for a mortgage for a new home. This automation-enabled process uses the smartphone, tablet, virtual assistant and other technologies to connect with the lender, make a face-to-face appointment, conduct the meeting, and be pre-approved for the mortgage in a simple, streamlined process without having to re-enter or recap data already provided.

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