AI TO REINVENT THE EXPERIENCES YOU DELIVER

Scaling by combining people and technology

At Talisker, we believe that artificial intelligence will never replace humans… and we’re convinced it can become a true asset for enhancing your customer relationships!

AI is a powerful tool for driving transformation at scale. It enables the rapid deployment of new services across broad areas, along with new practices to deliver them effectively.

 

AI is transforming not only the customer and employee experience, but also the underlying processes. These benefit from a form of expertise that complements human capabilities—freeing people to focus on relationships, empathy, and the pursuit of innovative solutions.

What stage is your organization at?

Level of Transformation

Awareness & Ideation

Learn from the outside: seminars, learning expeditions…

Understand and test: POC, POV in AI or Conversational AI (CAI)

Explore internal opportunities: hackathons, ideation challenges, field feedback…

Adoption & Implementation

Target high-value areas: routing…

Demonstrate value: showcase the technology on-site to convince stakeholders

Build transformation capability: implement the technology along with an internal expert team

Scaling & Productivity

Invest in previously identified use cases and track gains

Embed the technology within teams

Leverage the customer and employee experience

Consolidation & Restructuring

Sustain the technical foundation and associated operating modes

Evolve roles and reorganize the structure

Project towards new areas of productivity and innovation

Benefits

Leadership Commitment and a Clear Scope of Application

Positive ROI within the first implementation phases (under 12 months)

Operational teams drive the deployment of the transformation lever

UX and NPS, FTEs saved, tasks with higher added value

Impact on EBIT

Transformation of the operator role

Evolution of the organization and operating models

AI-Boosted Customer Experience Projects

Awareness & Ideation

Awareness seminar for directors on the possibilities and impacts of Conversational AI (Banking / Insurance sector)

POV: Integration of a Conversational AI into the IT system within 4 weeks

Adoption & Implementation

Business Case and scoping of a Service Center optimization project

Segregation of incoming calls based on intent between two entities

Scaling & Productivity

Reduction of email back-and-forth between clients and back office in CIB (60% reduction)

Answering FAQs conversationally via a virtual employee

Consolidation & Restructuring

Redesign of the operational model for customer relation centers
Awareness & Ideation

Complete a POV in 5 weeks

To demonstrate to the Marketing and Operations teams that it was possible to quickly deliver value on business use cases, we implemented a customized demonstrator connected to the IT system within a very short timeframe (5 weeks). The simple use case served to showcase the effectiveness of data exchanges between the Amelia platform and our client’s IT system.

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Adoption & Implementation

Handle the entire flow from launch

For these large-scale projects, the value lies in the fact that the use cases implemented on the platform can be directly deployed at scale. The entire workflow was handled from the production launch, focusing on a high-value area: routing incoming calls based on the recognized intent of the caller.

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Scaling & Productivity

Seeking productivity gains to increase the flow handled by conversational AI

We implemented a conversational AI on a B2B customer portal to facilitate information feedback to clients and relieve support teams from low-value tasks. The idea is to position conversational AI at the heart of the customer journey as the single point of contact.

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Consolidation & Restructuring

Design the target customer relationship operating model

4 internally developed AIs deployed at scale — what would be the consequences on the operational model? Our support aimed to clarify the impact on roles and their purpose, the evolution of the organization to integrate these technological components, and their effect on customer journeys.

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At Talisker, we see AI as a disruptive technology at the core of transforming both customer and employee experiences.

That is why we are investigating the value it can deliver to our clients through high-value use cases, as well as its impact on their operating models. Below is a list of topics we continuously work on, in a collaborative partnership with software vendors, our clients, and internally.

 

A partnership between a consulting firm and an AI solutions provider

This experience allowed us to establish our first strategic partnership with Amelia, a leading provider of conversational AI. Beyond technological expertise, our shared beliefs about the role of humans in customer relationships contributed to the success of these journeys, with the customer experience being rated better by the clients themselves.

Who is Amelia ? A leadership position

RAG

The integration of retrieval-augmented generation (RAG) in enterprises is transforming the use of generative AI by enhancing access to accurate and relevant data. This technology combines the strengths of text generation with real-time retrieval of personalized information from company-specific documents (FAQs, technical documentation, legal repositories, etc.). RAG thus enables the delivery of contextualized and specific responses, improving the quality of answers and decision-making.

Our Publications

Conversational AI: Myths, Realities, and Practical Applications

Explore the adoption of AI in insurance, mutuals, and social protection through insights from decision-makers. Discover the successes, challenges, and misconceptions surrounding this rapidly evolving technology.

Right here!

How is AI transforming your operating model?

Come discover how AI can enhance your customer and employee experience, transform your delivery model, and even revolutionize your service center.

Right here!

Study: Adoption of Innovative Digital Technologies

What technological innovations are being adopted by IT departments? How are they introduced? How are they managed? Discover the key takeaways from the experiences of 30 companies, gathered through 100 projects.

I want it!

Enrich your marketing thinking with our articles on customer experience

🔍 Strategic Workforce Planning: from HR Planning to Strategic Resilience

For a long time, Strategic Workforce Planning followed a mostly administrative logic.It helped structure medium-term workforce forecasts and formalize career paths in neat, well-organized HR documents. But that world of stability and predictability is gone.Today, organizations evolve in a constantly changing environment — where jobs transform faster than job descriptions can be updated, and where critical skills are both highly valuable and increasingly elusive. In this context, Strategic Workforce Planning goes far beyond its traditional planning role.It becomes a true strategic…

SFIA: The skills framework that’s changing the game

“SFIA? What’s that? Never heard of it!” 🤔 That’s the reaction I get 99% of the time in France whenever I mention the SFIA framework.Because yes,…

Réunion d’équipe projet en train de planifier un changement organisationnel

Have you ever done a “check-change” on your change projects?

What is it? It’s a moment to take a step back and make decisions, bringing together the managers responsible for change initiatives. For what purpose?…

#Management team

Convergence within a group: beyond strategic obviousness, keys to successful implementation

“Why work separately when we’re stronger together?” This question often arises in executive committees, especially under increased economic pressure and international competition. The answer seems clear: converge to optimize. Yet, the path from strategic intent to actual implementation is full of pitfalls. Converge—but to achieve what? Convergence between entities within the same group promises not only better economic performance…

#Talisker