EY Customer Service and Sales Acceleration Suite: AI-driven customer excellence

Customer service teams often rely on disconnected tools for voice, chat, CRM and knowledge management, leading to fragmented data and inefficient workflows. Without unified data and insights, agents must switch between systems, slowing resolution and increasing errors. A connected platform helps eliminate these silos by bringing customer, enterprise and third-party data into a single view.

An effective omnichannel platform enables seamless engagement across channels while preserving conversation history and customer context. Context-aware omni-channel conversations enable smooth transitions between bots and human agents, reducing handoffs and drop-offs and delivering a consistent, frictionless experience regardless of how customers choose to engage.

First contact resolution improves when agents have immediate access to unified knowledge, real-time guidance and complete customer context. Agent empowerment tools—combined with intelligent routing and AI-assisted insights—help resolve issues faster during the first interaction, lowering repeat contacts and improving customer satisfaction.

Conversational AI enables natural, intelligent interactions through chatbots, IVRs and virtual assistants. It understands customer intent, automates workflows and intelligently deflects or routes inquiries. When escalation is needed, full conversational context is passed to agents, enabling continuity and reducing customer frustration.

Customer service automation reduces costs by handling high-volume, repetitive tasks without human intervention and shortening average handling times. Features like automated call intelligence, auto-summarization and intelligent fulfillment journeys help teams scale efficiently while maintaining service quality and compliance.

Common challenges include integrating AI with existing systems, maintaining data quality, visibility and control over automated interactions. These challenges can be addressed with unified data foundations, real-time monitoring, smart escalations and actionable voice-of-customer insights that continuously refine performance and outcomes.