Improve customer service through KPMG Intelligent Interactions agent augmentation
This use case demonstrates how machine learning identifies the customer's intent and sentiment in real-time. Improve customer service through KPMG Intelligent Interactions agent augmentation.
In this video, Sam, a frustrated bank customer, calls a bank customer service agent to inquire about a service charge. With help from Machine Learning (ML), Natural Language processing (NLP) and other cognitive technologies, the agent is able to understand the customer’s issue, mood and sentiment and secure the needed information to quickly resolve the issue to retain the loyal customer.
The system:
- Identifies the customer intent
- Navigates the company knowledge base
- Shares transaction and context for the agent