Oliver Wyman’s Post

Our latest Hiver survey report is now out, focusing on "AI vs Human: The Future of Customer Service in 2024". Putting this report together was a wonderful experience for me - along with Ganesh, Aryan, and the design team. Drawing on perspectives from over 500 US-based customer service experts, the report is rich with valuable findings and trend analyses. Check it out!

📊 AI Usage on the Rise AI usage in the financial sector has skyrocketed, increasing from 64.7% in 2023 to 83.2% in 2024. The B2C segment saw the biggest jump, with AI adoption soaring from 38% to 87%. AI is transforming how financial services operate, providing enhanced efficiency, accuracy, and customer experiences. 🔗 Learn more about the future of AI here: https://lnkd.in/gjMyt-Cz #Fintech #AI #AlgorithmicTrading #PortfolioManagement #MachineLearning #TradingBots #Investment #Finance #Technology #DataScience

Today, Kustomer released our latest research report, The AI Agent & Customer Service Index 2024—and there are some good findings! Here’s what we’re seeing: Consumers are clear - excellent customer service is non-negotiable. 69% of respondents prioritize quick and timely responses and 62% value effective problem resolution above all else. While AI is increasingly taking on routine tasks like order tracking, there’s a strong preference for human interaction regarding more complex issues. This isn’t just theory—these are the numbers backing up what we’re seeing in the field. AI is powerful, but it’s not a replacement for human empathy. More insights are coming your way in the next few days! 📊 Check out the full report here https://lnkd.in/g-gwc3ep

Join World Forum London where Kainos share how they are embracing Generative AI to build a strong, future-ready technology foundation. Attend to learn how by harnessing AI functionality, they elevated customer satisfaction. Learn more and register: http://spr.ly/6041oRi5b

AI’s is elevating payment networks optimization and CX personalization like never before. To use this to your best advantage, at Scalefocus, we work holistically across AI adoption, data and analytics, embedded finance, white label solutions and more. Read more here: https://lnkd.in/dR5pvk4E

Are you caught up in the AI 'use case frenzy' without a clear view on the expected value? Learn how we approach business value and discover new insights on AI ROI here. If you find something intriguing, get in touch!

Payment collection requires a blend of empathy and expertise to help customers manage their liabilities and financial planning effectively. Generative AI is poised to transform this field by empowering agents with cutting-edge tools and insights. Imagine agents equipped with the latest trends and actionable recommendations derived from analyzing customer conversations and sentiments. Generative AI can guide agents on conversation tone and word choice, ensuring a compassionate and effective dialogue. Moreover, it provides instant access to a vast knowledge library, enhancing the support experience. The potential applications of #GenerativeAI in payment collection are vast and promising. From improving agent interactions to offering personalized financial advice, the possibilities are endless. Have a look: https://okt.to/HbIkir See the full report here: https://okt.to/gLlQPS Get in touch: David Rickard Aishwarya Barjatya Aman Birari

Interesting read on how #finance leaders can tap into the potential of #AI. Understanding how to leverage AI effectively is still a gap for most executives. Michael Schrage, Research Fellow at the MIT Sloan School Initiative on the Digital Economy, shares insights. #TeamWDAY

AI News: Vendidit, a company co-founded by John Paul DeJoria and Gary Stephens, is harnessing the power of artificial intelligence to transform the product return process. This innovative approach aims to streamline returns, making them more efficient for both consumers and businesses. By leveraging AI technology, Vendidit is set to revolutionize a traditionally cumbersome aspect of retail operations. Gary Stephens, one of the co-founders, recently appeared on FOX 7 Austin to discuss how their AI-driven solution is reshaping the returns landscape. The technology promises to simplify and expedite the process, potentially saving time and resources for all parties involved. How do you think AI-powered return systems will impact your shopping experience in the future?

Join World Forum London where Kainos share how they are embracing Generative AI to build a strong, future-ready technology foundation. Attend to learn how by harnessing AI functionality, they elevated customer satisfaction. Learn more and register: http://spr.ly/6044oXaDg