Phygital service excellence: PwC

The future of AI service innovation

Siloed service channels result in a disjointed experience across channels and a lack of trust in your company’s brand.

Phygital service excellence provides a holistic, channel-agnostic approach to servicing a customer’s needs by connecting each interaction in the contact center to deliver a consistent, data-driven, personalized experience. And with Agentforce, PwC helps organizations find new workflow strategies and go beyond traditional AI applications by embracing the next wave of AI: intelligent agents.

12/06/24

Enabling a next generation service platform that features a seamless integration of AI and human-powered capabilities.

Key value drivers

End-to-end omnichannel experiences

Interactions serviced are based on a deep understanding of customer behaviors and designed through the lens of customer-centric success metrics.

AI-powered service

Technology like Agentforce enables human-AI symbiosis, such as AI-assisted agents, self-service and automated AI service, all of which help drive customer satisfaction and operational efficiency.

Empowered, upskilled workforce

Agentic AI support, real-time insights and an improved employee experience can result in personalized, empathetic interactions that drive value.

Retail

Amplify retail impact beyond the point of sale through ongoing and immersive customer experiences, expanding relationships with loyal customers in the process.

Collaboration (Chats/Slack)
Predictive analysis and sentiment
Chatbots
Personalized experiences
Empowered agents
Actionable intelligence
Product recommendations and next best actions supported by AI

Healthcare

Reimagine patient satisfaction through streamlined care, increased trust, and cost savings, all enabled by phygital patient interactions.

Patient 360
Automated agent assistance
HIPAA verification
Smart knowledge recommendations
AI powered self-service
Next best actions supported by AI
Automated care gap closure
Membership personalization and segmentation

Utilities

Transform into a proactive, personalized energy advisor by customizing touchpoints with data-driven insights into customer energy usage and needs.

IoT: drone images of power lines
IoT: sensors underground gas lines
Image recognition and machine learning
AI auto schedule
Smart customer chat
AI work order with materials
Customer data 360
AI tech welcome

Hospitality

Enrich your guests’ experience, from booking to the bellhop to checkout, to keep them coming back for personalized stays at each price point.

Collaboration (Chats/Slack)
Wearable tech
Facial recognition
Beacon and collaboration
Chatbots
Responsive web
Voice activation
Biometrics
Predictive analysis and sentiment
AI and machine learning

Financial services

Strengthen your understanding of customer needs and create opportunities for holistic financial recommendations through a "single pane of glass” approach.

Interaction process guidance
Guided workflows
Dynamic intake forms
Servicing shopping cart
Intelligent task management
AI driven predictions and recommendations
AI driven case classification and call summaries

To drive customer satisfaction and operational efficiency, understanding the human-AI symbiosis across service channels is critical

We meet our customers where they are by powering each service channel with trusted AI-enabled features through Agentforce to service our customers faster and with precision.

AI-assisted agents (remote and in-person)

Serve and delight customers' consistently leveraging a holistic view of the customer (powered by enterprise data), real-time insights, and intelligent recommendations to expedite service

AI-assisted self service

Empower customers to find and resolve queries on their own by providing them with the tools, resources, and information they need to address their concerns seamlessly

Capabilities

Real-time insights
Real-time co-completion
Real-time sentiment analysis and predictions
Data-driven cross-channel enablement
Proactive service and intelligent recommendations
Contextual personalization
Intelligent agents

How can you operationalize phygital service?

Salesforce AI-enabled service architecture creates a “single pane of glass” approach for a clear window of visibility into customers and their needs. Combining Salesforce Service, Sales, Marketing and Experience Clouds, we utilize collaboration tools, AI, machine learning, chatbots, facial recognition, and more to provide instant insights for both front-end and back-end teams.

Leverage PwC’s vertical and channel-specific solutions for a head start

Built upon leading industry process models, helps reduce call volume and channel deflection by providing self-servicing capabilities, and boost field services asset management and emergency dispatch response times. Utility Edge has demonstrated a 15–20% decrease in Average Handle Time.

Created to leverage the leading features of Health Cloud while streamlining servicing to enable a better customer experience. Helps organizations reduce operations costs through servicing efficiencies and improved agent experience.

Dynamic case management solution for digitizing, automating, and integrating contact center and middle office workflows on the Salesforce platform. Helps link together teams, leveraging guided flows that can enhance the customer experience and improve employee performance. We’ve seen 15—30% reductions in cost to serve when leveraging financial flows.

Enabling Manufacturing Cloud and expanding on key use cases, such as warranties, rebate management, and other typical manufacturing industry challenges. Enables more efficient service and a better customer and employee experience.

Find new workflow strategies and go beyond traditional AI applications — deploying autonomous agents that augment the capabilities of human teams, enhance decision-making and drive trusted, scalable innovation in ways that once seemed unimaginable. Help reduce call volume and channel deflection, providing self-servicing capabilities, and boosts field services asset management and emergency dispatch response times.

Intelligent agents
Automated 24x7 service availability
Streamlined knowledge and solution prompting
Knowledge article creation
Service next best action
Personalized email reply generation

The PwC and Salesforce approach to service

PwC can customize Agentforce to reflect each client’s brand, creating consistent, human-centered service experiences that can help strengthen customer trust. Our approach to Agentforce enables customers to self-serve while empowering service teams to prioritize more complex tasks and act on revenue opportunities, enhancing both efficiency and profitability.

PwC’s Responsible AI approach helps service teams safeguard customer data and meet regulatory requirements, building trust in sales interaction. And our industry-leading knowledge can confirm that Agentforce solutions are targeted to your buyers’ unique needs, supporting high-quality, scalable service across channels.