Roadmap for AI-Enabled Customer Service and Pilot Implementation of an Initial Agentic AI PoC

Challenge:

Our client, an asset manager, aimed to future-proof its customer service organization. The goal was to unlock efficiency gains, ensure high service quality, and establish the foundation for a scalable service model in the long term. At the same time, an initial concrete use case was to be piloted in order to validate technological feasibility and identify early automation potential.

Approach:

Together with the client, we developed a comprehensive roadmap for the “customer service of the future.” This was based on our extensive experience in AI projects, an external market review, and a structured analysis of relevant processes and technical requirements. In parallel, we supported an initial proof of concept in customer service to lay the technological foundations for the use of Agentic AI and to demonstrate early potential for intelligent automation.

Outcome:

The collaboration established the conditions for a strategically and operationally sound use of AI in customer service. Specifically, the project delivered the following results:

• Holistic target vision for the use of AI in customer service
• Omnichannel roadmap including prioritization of relevant use cases
• Assessment of technical and organizational requirements
• Market evaluation including make-or-buy analysis and overview of suitable tools
• Successful pilot of an initial PoC for agentic automation in the email context