7.ai, a global leader in intent-driven customer engagement solutions, and KPMG LLP, the US audit, tax and advisory firm, are teaming to help companies enhance the customer service experience and accelerate digital transformation, while reducing their overall cost to serve customers.
The collaboration extends KPMG’s Connected Enterprise ecosystem with customer acquisition and engagement tools from 7.ai that apply machine learning, artificial intelligence (AI) and big data, creating a personalized and predictive customer experience across multiple customer pathways in a seamless manner.
“Organizations struggle with inconsistent customer experiences resulting from disjointed channels and poor issue resolution,” said Julio Hernandez, KPMG’s Global and US Customer Advisory leader. “With intent-based engagement, they can anticipate and act on customer needs across multiple channels, reducing the time needed to determine the problem and deliver a successful outcome.”
Scott Horn, chief marketing officer of 7.ai, added “Customer journeys are complex, and consumers interact with companies across a range of channels. As such, companies need advisors who can reduce complexity for the consumer and help make it simple for consumers to do business with them. KPMG’s knowledge in customer experience design, implementation and advisory services extends our reach to a new set of companies, accelerating their consumer-facing digital transformation initiatives.”
The 7.ai interaction technologies portfolio includes digital marketing and assisted sales capabilities from its Customer Acquisition Cloud, such as personalization, predictive search bidding and predictive chat. 7.ai also brings self-service and live service capabilities from its Customer Engagement Cloud that include virtual agent, speech, Active Share, live chat and digital chat agents.
KPMG offers the experience of its customer solutions practice and a team of global professionals focused on driving profitable growth through improved customer experience and the optimization of marketing, sales and service channels through transformation. Additionally, KPMG helps clients create a customer-centric organization that provides positive returns for the business.
With the combination of KPMG’s experience and platform-based solutions from 7.ai, enterprises can acquire, expand and retain their customer base by reducing costs through self-service, optimizing digital channels, and growing lifetime value through improved customer satisfaction and loyalty.