From insight to impact: Creating value with people-first AI


Chasing the latest shiny object

Probe Group has moved far beyond viewing AI as a “nice to have” technology. For any organisation serious about CX, it’s a fundamental “license to play.”

A recent MIT study identified that 95% of generative AI pilots at companies are failing, a true indication that organisations are falling into the trap of chasing the latest shiny object. Instead, our approach to AI investment is laser-focused on core business CX objectives, driven by four key personas: the Assisted Customer, the Augmented Agent, the Enhanced Manager and the Digital Executive. This persona-based strategy provides a clear roadmap for securely delivering impactful human-centric, digitally enabled CX transformation.

Persona-led AI

For the Assisted Customer, we implement digital agents for lifelike conversations and leverage an insights engine to rapidly detect product issues. The result? A powerful CX tool that our clients use for detecting anomalies and improving customer satisfactions, at pace.

The Augmented Agent is a space where we’ve seen superb, tangible productivity gains for our clients’ operations. By using Co-pilot solutions for summarisation, intent analysis and real-time insights, we’ve reduced After Call Work (ACW) by 30%. The true benefit here isn’t just increased efficiency, it’s the empowerment of our team. By liberating our agents from mundane tasks, we enable them to concentrate fully on what they excel at: navigating intricate customer needs with compassion and insight.

For the Enhanced Manager, AI provides simulated coaching. We’ve witnessed our clients gain real tangible results from this approach, such as increasing quality scores by 30% and saving 10% on Average Handling Time (AHT). These are not minor improvements. They translate directly to a more capable and efficient workforce, improved service delivery and a healthier bottom line.

The Digital Executive is designed to elevate both employee and customer outcomes. It equips leaders with AI-driven insights to foster a more engaged and effective workforce, which is the foundation for delivering exceptional customer experiences and achieving higher NPS scores.

Four steps to CX excellence

The path to delivering exceptional customer experiences is about securely leveraging AI to create exceptional human-centric experiences, driving both productivity and profound business impact.

Let’s discuss your digital transformation needs. Reach out for a confidential conversation today.