埃森哲：2025智能服务中心：生成式AI与代理型AI驱动下的服务重塑与降本增效报告（英文版）（12页）.pdf

1、The Intelligent Service CenterReinvent service and improve outcomes at lower costs with GenAI and agentic AIThe first is the ambitious modernization and cost-cutting agenda set by the administration.The second is the technological revolution in generative artificial intelligence(GenAI)and agentic AI

2、:systems that can act autonomously.These powerful tools can create more responsive,personalized,and empathetic citizen experiences.The result is an unprecedented opportunity to reinvent federal service center operations for all end users,including citizens,clients,constituents,customers,and anyone e

3、lse served by the agency.Today,federal agencies can quickly implement AI systems that generate cost savings and efficiency while maintainingand even enhancingthe services that these customers need.Because the systems learn from experience,they can continually improve service quality while doing more

4、 with less.In short,instead of relying solely on human agents,an Intelligent Service Center deploys a well-balanced human-and-AI-powered machine equipped with the latest technologies tailored to your mission needs.Accenture,with its longstanding experience in commercial delivery and capabilities,is

5、uniquely positioned to partner with federal agencies to achieve this ambitious agenda.Our track record includes successful performance-based contracting to reinvent services and drive cost savings with Fortune 500 companies like Best Buy,Verizon,VMO2,and local and state governments.Take the case of

6、a major telecommunications provider whose service centers were overwhelmed with high call volumes and customer frustrations.Following the implementation of generative AI,wait times decreased significantly with the automation of 85%of their customer interactions,contributing to a 40%reduction in oper