In this moment from the Acceleration Economy AI Ecosystem course, Dave Kanter, Global Lead — Accenture ServiceNow Business Group, explains the concept of “invisible” customer service augmented by generative artificial intelligence (GenAI):
Kanter was joined in the session by:
- Erica Volini, Senior Vice President of Global Partnerships at ServiceNow
- Francisco Marin, Co-Founder and CEO, Cognitive Talent Solutions
This episode is sponsored by Acceleration Economy’s AI Ecosystem Course, available on demand. Discover how AI has created a new ecosystem of partnerships with a fresh spirit of customer-centric cocreation and renewed focus on reimagining what is possible.
Highlights
00:14 — At the intersection of business innovation and customer engagement, Accenture believes in a future that will include invisible customer service, Kanter says. GenAI will play a major role in that by delivering a major productivity boost then hyper-personalized care and connected service.
00:57 — Imagine an always-on advisor (leveraging ServiceNow’s Now Assist) “that can whisper in our ear to help us go through an entire history of all the problems that have ever come in and advise us how to do these better, how to solve” the customer’s issue while also benefiting from contextualization so the experience can be hyperpersonalized based on the tone of the interaction. With invisible customer service, the customer doesn’t feel like they’re interacting with a process that has any automation.
