Dentsu leverages generative machine learning technology to redefine and revolutionize customer support services.

In the ever-evolving landscape of customer service, a new innovation is making waves. DGS, a global capability centre with over 5,600 experts, has introduced Generative Machine Learning (GML), a cutting-edge technology that combines the strengths of GenAI and Machine Learning to revolutionise the way businesses understand, anticipate, and respond to customer needs.

GML is designed with a people-first approach. It's not just about crunching numbers; it's about understanding human behaviour and learning from it at scale. By integrating operational data and conversational data, GML creates a more accurate picture of customer risk, enabling businesses to anticipate problems and provide solutions before complaints even arise.

The system is equipped to handle a wide range of data, spot signs of trouble early, decide which issues require immediate attention, and trigger personalised actions. This proactive approach has proven to be a game-changer, saving businesses millions in revenue and operational costs. For instance, DGS's implementation of GML has saved $6 million in revenue from churn avoidance and half a million dollars in operational savings from reduced call volumes.

One of the notable adopters of this technology is Salesforce, who have integrated GML into their AI agents, such as Agentforce. This collaboration has resulted in a 22% increase in customer satisfaction and a reduction in resolution times by 80%. Within weeks of going live, satisfaction jumped 22%, resolution times dropped by 80%, and the model is scaled to handle 40 million customer conversations annually.

But what sets GML apart is its ability to understand the intent behind a customer's behaviour. It's not just about spotting patterns; it's about understanding the reasons behind those patterns. This understanding allows teams to spend their energy where it counts most, freeing them from manual triage and allowing them to focus on resolving issues effectively.

Moreover, GML is designed for real-time evaluation of customer risk and for providing clear next steps for agents. It's a system that communicates effectively and responds quickly, with no lags, no batch jobs, and no waiting for someone to click "run".

In a world where unresolved issues can eat into trust and margins, GML is a beacon of hope. It's a system that's future-focused, industry-leading, and designed to shape the future of customer service. At DGS, employees can accelerate their careers, collaborate with global teams, and contribute to work that truly makes a difference.

In conclusion, DGS's Generative Machine Learning (GML) is not just another technological advancement; it's a revolution in customer service. By understanding the intent behind customer behaviour, anticipating problems, and providing personalised solutions, GML is set to redefine the way businesses interact with their customers.