About KPMG
The Challenge: Evolving Customer Service Expectations
Generative AI is becoming a seamless part of daily life. And that means it’s fundamentally reshaping how customers expect to interact with companies, and raising the stakes for their experience Businesses must navigate a shifting landscape of demands:
- More Speed: Customers demand instant answers and solutions – long wait times are no longer acceptable.
- More Personalization: Communication and solutions must feel tailored to each individual.
- Omnichannel Access: Customers expect to communicate on their preferred platforms, whether via social media, chat, or phone.
KPMG and Parloa recognize these challenges and the need for customer service to reinvent itself. This transformation isn’t just about meeting customer expectations—it’s about building lasting loyalty and strengthening brand relationships.
The Solution: KPMG and Parloa – The Perfect Team
The partnership between KPMG and Parloa brings together two essential elements: strategic expertise and innovative technology. Parloa’s AI Agent Management Platform (AMP) helps businesses interact with customers more effectively, providing natural, human-like communication. With KPMG’s guidance, this technology is implemented securely and efficiently, giving businesses a competitive edge.
This is changing the game, says Jörg Schwarz, Director of Customer Transformation and Head of Salesforce Alliance at KPMG, “Generative AI is revolutionizing customer interactions, challenging brands to adapt to evolving consumer expectations. Parloa AMP sets new benchmarks for the secure adoption of generative AI, transforming customer communication through natural, personal conversations.”
What makes KPMG and Parloa a string team?
- KPMG provides the strategic framework to integrate AI into business processes seamlessly and sustainably, ensuring long-term success.
- Parloa AMP enables companies to deploy generative AI securely and purposefully, delivering natural and personalized customer interactions.List Item
- Together, we offer a solution that not only addresses today’s challenges but also evolves alongside future needs.
The Vision: Better Customer Service for Everyone
At the heart of the partnership is a shared vision: to create customer service that’s faster, smarter, and more human.
This vision delivers benefits for both customers and employees.
For customers:
- Fast solutions: Problems are resolved quickly and efficiently, with no long waiting times.
- Personalized interactions: Communication feels natural and individualized, powered by Parloa AMP’s advanced AI.
- Omnichannel experiences: Customers can choose how and where they communicate, whether it’s through social media, chat, or phone.
For employees:
- Relief through automation: Routine tasks are managed by AI, freeing employees to focus on complex, rewarding work.
- Collaboration with AI: Employees act as supervisors, training and managing AI systems to continuously improve service quality and efficiency.
Shaping the Future of Customer Service
The collaboration between KPMG and Parloa represents the ideal blend of innovation and expertise. Together, we are setting a new standard for customer service, enabling businesses to:
- Enhance customer satisfaction through personalized, seamless interactions.
- Reduce employee workloads with efficient, AI-driven automation.
- Build systems that are adaptable, scalable, and ready for the demands of tomorrow.
Providing next-generation customer service means not just meeting customer expectations, today, but getting ahead of and shaping those expectations for the future. With KPMG and Parloa, businesses are empowered to lead that charge.
Do you want to learn more about the power of Parloa in reshaping the future of your customer service offering? Talk to our team for an introduction to the solution.
