How Gen AI can improve customer service interactions

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cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-5d9e44d13b":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T21:29:58Z","dc:title":"Risk consulting services","xdm:linkURL":"/en_us/services/consulting/risk-consulting-services"}}"> <a href="/en_us/services/consulting/risk-consulting-services" data-cmp-clickable class="cmp-navigation__item-link">Risk consulting services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-02d43cd1f1":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T21:28:16Z","dc:title":"Supply chain and operations","xdm:linkURL":"/en_us/services/consulting/supply-chain-operations"}}"> <a href="/en_us/services/consulting/supply-chain-operations" data-cmp-clickable class="cmp-navigation__item-link">Supply chain and operations</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-487f5bede0":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T21:31:51Z","dc:title":"Technology transformation","xdm:linkURL":"/en_us/services/consulting/technology-transformation"}}"> <a href="/en_us/services/consulting/technology-transformation" data-cmp-clickable class="cmp-navigation__item-link">Technology transformation</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-0d9c8382bb":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T21:32:15Z","dc:title":"Transformation Platform","xdm:linkURL":"/en_us/services/consulting/transformation-platform"}}"> <a href="/en_us/services/consulting/transformation-platform" data-cmp-clickable class="cmp-navigation__item-link">Transformation Platform</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-ba568e9682":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:05Z","dc:title":"People and workforce","xdm:linkURL":"/en_us/services/workforce"}}"> <a href="/en_us/services/workforce" data-cmp-clickable class="cmp-navigation__item-link">People and workforce</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-eba40e05ad":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:13:12Z","dc:title":"Change management and experience services","xdm:linkURL":"/en_us/services/workforce/change-management-experience"}}"> <a href="/en_us/services/workforce/change-management-experience" data-cmp-clickable class="cmp-navigation__item-link">Change management and experience services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-192eb13582":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:14:30Z","dc:title":"HR Transformation Services ","xdm:linkURL":"/en_us/services/workforce/hr-transformation"}}"> <a href="/en_us/services/workforce/hr-transformation" data-cmp-clickable class="cmp-navigation__item-link">HR Transformation Services </a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-cf4ceba376":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:15:28Z","dc:title":"Integrated workforce mobility","xdm:linkURL":"/en_us/services/workforce/integrated-workforce-mobility"}}"> <a href="/en_us/services/workforce/integrated-workforce-mobility" data-cmp-clickable class="cmp-navigation__item-link">Integrated workforce mobility</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" 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cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-2072aded69":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:19:23Z","dc:title":"Workforce analytics","xdm:linkURL":"/en_us/services/workforce/workforce-analytics"}}"> <a href="/en_us/services/workforce/workforce-analytics" data-cmp-clickable class="cmp-navigation__item-link">Workforce analytics</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-7512a446ec":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:05Z","dc:title":"Transactions and corporate finance","xdm:linkURL":"/en_us/services/strategy-transactions"}}"> <a href="/en_us/services/strategy-transactions" data-cmp-clickable class="cmp-navigation__item-link">Transactions and corporate finance</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-f910c10623":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:22:43Z","dc:title":"Corporate finance","xdm:linkURL":"/en_us/services/strategy-transactions/corporate-finance"}}"> <a href="/en_us/services/strategy-transactions/corporate-finance" data-cmp-clickable class="cmp-navigation__item-link">Corporate finance</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-1366e667ea":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:23:44Z","dc:title":"Divestments and carve-outs","xdm:linkURL":"/en_us/services/strategy-transactions/sell-separate"}}"> <a href="/en_us/services/strategy-transactions/sell-separate" data-cmp-clickable class="cmp-navigation__item-link">Divestments and carve-outs</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-431c9df3a7":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T00:50:28Z","dc:title":"Sustainability and ESG Services","xdm:linkURL":"/en_us/services/strategy-transactions/sustainability-esg-strategy"}}"> <a href="/en_us/services/strategy-transactions/sustainability-esg-strategy" data-cmp-clickable class="cmp-navigation__item-link">Sustainability and ESG Services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-5c0b9e4c83":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T00:56:35Z","dc:title":"M&A advisory","xdm:linkURL":"/en_us/services/strategy-transactions/buy-integrate"}}"> <a href="/en_us/services/strategy-transactions/buy-integrate" data-cmp-clickable class="cmp-navigation__item-link">M&A advisory</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" 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cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-1efa8f3bd5":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T22:24:57Z","dc:title":"Value creation, preservation and recovery","xdm:linkURL":"/en_us/services/strategy-transactions/reshaping-results"}}"> <a href="/en_us/services/strategy-transactions/reshaping-results" data-cmp-clickable class="cmp-navigation__item-link">Value creation, preservation and recovery</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-6316baeb49":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:05Z","dc:title":"Assurance","xdm:linkURL":"/en_us/services/assurance"}}"> <a href="/en_us/services/assurance" data-cmp-clickable class="cmp-navigation__item-link">Assurance</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-b57c62c3c9":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:15:03Z","dc:title":"Audit","xdm:linkURL":"/en_us/services/audit"}}"> <a href="/en_us/services/audit" data-cmp-clickable class="cmp-navigation__item-link">Audit</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-1fcf5dc97f":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:15:36Z","dc:title":"Climate change and sustainability services","xdm:linkURL":"/en_us/services/climate-change-sustainability-services"}}"> <a href="/en_us/services/climate-change-sustainability-services" data-cmp-clickable class="cmp-navigation__item-link">Climate change and sustainability services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-7785d854a4":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:16:09Z","dc:title":"Financial accounting advisory services","xdm:linkURL":"/en_us/services/financial-accounting-advisory-services"}}"> <a href="/en_us/services/financial-accounting-advisory-services" data-cmp-clickable class="cmp-navigation__item-link">Financial accounting advisory services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-adfbedae47":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:16:38Z","dc:title":"Forensic & Integrity Services","xdm:linkURL":"/en_us/services/forensic-integrity-services"}}"> <a href="/en_us/services/forensic-integrity-services" data-cmp-clickable class="cmp-navigation__item-link">Forensic & Integrity Services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-0a0b014429":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:17:11Z","dc:title":"Private client audit experience","xdm:linkURL":"/en_us/services/assurance/ey-private-audit"}}"> <a href="/en_us/services/assurance/ey-private-audit" data-cmp-clickable class="cmp-navigation__item-link">Private client audit experience</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-d01fdfe881":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-05-08T19:05:44Z","dc:title":"Technology Risk","xdm:linkURL":"/en_us/services/technology-risk"}}"> <a href="/en_us/services/technology-risk" data-cmp-clickable class="cmp-navigation__item-link">Technology Risk</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-11821bcaea":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:18:36Z","dc:title":"AccountingLink","xdm:linkURL":"/en_us/technical/accountinglink"}}"> <a href="/en_us/technical/accountinglink" data-cmp-clickable class="cmp-navigation__item-link">AccountingLink</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-996dea2c4b":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:05Z","dc:title":"Tax","xdm:linkURL":"/en_us/services/tax"}}"> <a href="/en_us/services/tax" data-cmp-clickable class="cmp-navigation__item-link">Tax</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-47c20b3d87":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:58:33Z","dc:title":"Tax planning","xdm:linkURL":"/en_us/services/tax-planning"}}"> <a href="/en_us/services/tax-planning" data-cmp-clickable class="cmp-navigation__item-link">Tax planning</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-d0b3eab41e":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:59:02Z","dc:title":"Tax function operations","xdm:linkURL":"/en_us/services/tax-function-operations"}}"> <a href="/en_us/services/tax-function-operations" data-cmp-clickable class="cmp-navigation__item-link">Tax function operations</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-4fedb506d9":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T01:59:49Z","dc:title":"Tax policy and controversy ","xdm:linkURL":"/en_us/services/tax-controversy-policy"}}"> <a href="/en_us/services/tax-controversy-policy" data-cmp-clickable class="cmp-navigation__item-link">Tax policy and controversy </a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-1d45c51bdc":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:00:38Z","dc:title":"Global trade","xdm:linkURL":"/en_us/insights/global-trade"}}"> <a href="/en_us/insights/global-trade" data-cmp-clickable class="cmp-navigation__item-link">Global trade</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-ef8e743138":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:02:05Z","dc:title":"Tax accounting","xdm:linkURL":"/en_us/services/tax-accounting"}}"> <a href="/en_us/services/tax-accounting" data-cmp-clickable class="cmp-navigation__item-link">Tax accounting</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-45d36ffc30":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:02:33Z","dc:title":"Tax compliance","xdm:linkURL":"/en_us/services/tax-compliance"}}"> <a href="/en_us/services/tax-compliance" data-cmp-clickable class="cmp-navigation__item-link">Tax compliance</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-5ef470b051":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:04:16Z","dc:title":"Transaction tax","xdm:linkURL":"/en_us/services/strategy-transactions/transaction-tax"}}"> <a href="/en_us/services/strategy-transactions/transaction-tax" data-cmp-clickable class="cmp-navigation__item-link">Transaction tax</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-6be227f5ac":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:05:18Z","dc:title":"Tax services: Designed for private","xdm:linkURL":"/en_us/services/tax/private-client-services"}}"> <a href="/en_us/services/tax/private-client-services" data-cmp-clickable class="cmp-navigation__item-link">Tax services: Designed for private</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-e3ad346239":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:06:13Z","dc:title":"2024 US election and tax policy","xdm:linkURL":"/en_us/tax/global-tax-disruption"}}"> <a href="/en_us/tax/global-tax-disruption" data-cmp-clickable class="cmp-navigation__item-link">2024 US election and tax policy</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-edf0aa87b5":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:05Z","dc:title":"EY Private","xdm:linkURL":"/en_us/services/private-business"}}"> <a href="/en_us/services/private-business" data-cmp-clickable class="cmp-navigation__item-link">EY Private</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-45769607d3":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"EY Private client experience","xdm:linkURL":"/en_us/services/private-business/client-experience"}}"> <a href="/en_us/services/private-business/client-experience" data-cmp-clickable class="cmp-navigation__item-link">EY Private client experience</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-f45e2d765e":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"Private client audit experience","xdm:linkURL":"/en_us/services/assurance/ey-private-audit"}}"> <a href="/en_us/services/assurance/ey-private-audit" data-cmp-clickable class="cmp-navigation__item-link">Private client audit experience</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-6b8f28834c":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"Tax services: Designed for private","xdm:linkURL":"/en_us/services/tax/private-client-services"}}"> <a href="/en_us/services/tax/private-client-services" data-cmp-clickable class="cmp-navigation__item-link">Tax services: Designed for private</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-a7b06dc6f8":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"Family Enterprise Business Services","xdm:linkURL":"/en_us/services/tax/family-enterprise-business-services"}}"> <a href="/en_us/services/tax/family-enterprise-business-services" data-cmp-clickable class="cmp-navigation__item-link">Family Enterprise Business Services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-ce626af16d":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"Family Office Advisory Services","xdm:linkURL":"/en_us/services/tax/family-office-advisory-services"}}"> <a href="/en_us/services/tax/family-office-advisory-services" data-cmp-clickable class="cmp-navigation__item-link">Family Office Advisory Services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-93d09a2199":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T02:31:23Z","dc:title":"IPO, SPACs and direct listings","xdm:linkURL":"/en_us/services/ipo"}}"> <a href="/en_us/services/ipo" data-cmp-clickable class="cmp-navigation__item-link">IPO, SPACs and direct listings</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" 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class="cmp-navigation__item-link">Life sciences</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-b888fbdac7":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-13T15:53:19Z","dc:title":"Private equity","xdm:linkURL":"/en_us/industries/private-equity"}}"> <a href="/en_us/industries/private-equity" data-cmp-clickable class="cmp-navigation__item-link">Private equity</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-499daa340b":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-04-25T15:17:01Z","dc:title":"Private equity value creation services","xdm:linkURL":"/en_us/industries/private-equity/value-creation"}}"> <a href="/en_us/industries/private-equity/value-creation" data-cmp-clickable class="cmp-navigation__item-link">Private equity value 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class="cmp-navigation__item-link">Generative AI services for private equity</a> </li> </ul> </li> <li class="cmp-navigation__item cmp-navigation__item--level-1" data-cmp-data-layer="{"navigation-3af198012d-item-ef238baffa":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-19T20:48:01Z","dc:title":"Real estate, hospitality and construction","xdm:linkURL":"/en_us/industries/real-estate-hospitality-construction"}}"> <a href="/en_us/industries/real-estate-hospitality-construction" data-cmp-clickable class="cmp-navigation__item-link">Real estate, hospitality and construction</a> <ul class="cmp-navigation__group"> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-49f2b5dc3b":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-10-17T17:24:32Z","dc:title":"Real Estate","xdm:linkURL":"/en_us/industries/real-estate"}}"> <a href="/en_us/industries/real-estate" data-cmp-clickable class="cmp-navigation__item-link">Real Estate</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-afa80c13f9":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-10-17T17:24:46Z","dc:title":"Hospitality","xdm:linkURL":"/en_us/industries/hospitality"}}"> <a href="/en_us/industries/hospitality" data-cmp-clickable class="cmp-navigation__item-link">Hospitality</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-04aad30871":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-10-17T17:24:59Z","dc:title":"Engineering and Construction","xdm:linkURL":"/en_us/industries/engineering-construction"}}"> <a href="/en_us/industries/engineering-construction" data-cmp-clickable class="cmp-navigation__item-link">Engineering and Construction</a> </li> </ul> </li> <li class="cmp-navigation__item 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data-cmp-data-layer="{"navigation-3af198012d-item-4346f64a2e":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T14:25:10Z","dc:title":"Careers in Tech","xdm:linkURL":"/en_us/careers/technology"}}"> <a href="/en_us/careers/technology" data-cmp-clickable class="cmp-navigation__item-link">Careers in Tech</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" data-cmp-data-layer="{"navigation-3af198012d-item-dac47ca893":{"@type":"ey-unified-site/components/navigation/item","repo:modifyDate":"2024-03-20T14:25:11Z","dc:title":"Careers in Climate change and sustainability services","xdm:linkURL":"/en_us/careers/climate-change-sustainability-services"}}"> <a href="/en_us/careers/climate-change-sustainability-services" data-cmp-clickable class="cmp-navigation__item-link">Careers in Climate change and sustainability services</a> </li> <li class="cmp-navigation__item cmp-navigation__item--level-2" 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href="/en_gl/services/ai">AI insights</a></p> <p><a href="/en_gl/ceo">CEO agenda</a></p> <p><a href="/en_gl/cfo-agenda">CFO agenda</a></p> <p><a href="/en_gl/board-matters">EY Center for Board Matters</a></p> <p><a href="/en_gl/media/podcasts">Podcasts</a></p> <p><a href="/en_gl/media/webcasts">Webcasts</a></p> <p><a href="/en_gl/case-studies">Case studies</a></p> <p><a href="/en_gl/coo">Operations leaders</a></p> <p><a href="/en_gl/cio">Technology leaders</a></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> 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href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/cio.html\">Technology leaders</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/cmo.html\">Marketing and growth leaders</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/ciso.html\">Cybersecurity and privacy leaders</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/cro-risk.html\">Risk leaders</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/board-matters.html\">EY Center for Board Matters</a></p>\r\n<p>&nbsp;</p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/insights.html#spotlight\">See more</a></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" 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for Board Matters</a></p> <p> </p> <p><a href="/en_us/insights#spotlight">See more</a></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> </div> </div> <div class="container responsivegrid"> <div id="container-eb9fbbdb6b" class="cmp-container"> </div> </div> </div> </div> </div> </div> </div> </div> <div class="container responsivegrid"> <div id="sitenav-sub-wrapper-2" class="cmp-container"> <div class="container responsivegrid"> <div id="subnav-intro-wrapper-2" class="cmp-container"> <div class="container 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Enabled by data and technology, our services and solutions provide trust through assurance and help clients transform, grow and operate.</p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <p>EY helps clients create long-term value for all stakeholders. Enabled by data and technology, our services and solutions provide trust through assurance and help clients transform, grow and operate.</p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> </div> </div> <div class="container responsivegrid"> <div id="subnav-intro-button-2" class="cmp-container"> <div class="button"> <a class="up-button cmp-button " href="/en_us/services" data-cmp-clickable data-up-is="button" 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transformation consulting</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/global/main/en_gl/home/services/consulting/technology-transformation.html\">Technology transformation</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/global/main/en_gl/home/services/tax-function-operations.html\">Tax function operations</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/global/main/en_gl/home/services/climate-change-sustainability-services.html\">Climate change and sustainability services</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/global/main/en_gl/home/campaigns/ecosystems.html\">EY Ecosystems</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/global/main/en_gl/home/industries/financial-services/business-transformation-platform.html\">EY Nexus: business transformation platform</a></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, 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href="/en_gl/ecosystems">EY Ecosystems</a></p> <p><a href="/en_gl/industries/financial-services/business-transformation-platform">EY Nexus: business transformation platform</a></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> <div class="rich-text text"><div data-cmp-data-layer="{"rich-text-1051c721d5":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-04-11T14:59:23Z","xdm:text":"<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/ai.html\">Artificial Intelligence (AI)</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/strategy-transactions/transformation-consulting.html\">Strategy, transaction and transformation consulting</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/consulting/technology-transformation.html\">Technology transformation</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/tax-function-operations.html\">Tax function operations</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/climate-change-sustainability-services.html\">Climate change and sustainability services</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/campaigns/ecosystems.html\">EY Ecosystems</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/audit.html\">Audit</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services/consulting/supply-chain-operations.html\">Supply chain and operations</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/alliances.html\">EY Partner Ecosystem</a></p>\r\n<p>&nbsp;</p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/services.html\">Explore Services</a></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <p><a href="/en_us/services/ai">Artificial Intelligence (AI)</a></p> <p><a href="/en_us/services/strategy-transactions/transformation-consulting">Strategy, transaction and transformation consulting</a></p> <p><a href="/en_us/services/consulting/technology-transformation">Technology transformation</a></p> <p><a href="/en_us/services/tax-function-operations">Tax function operations</a></p> <p><a href="/en_us/services/climate-change-sustainability-services">Climate change and sustainability services</a></p> <p><a href="/en_us/ecosystems">EY Ecosystems</a></p> <p><a href="/en_us/services/audit">Audit</a></p> <p><a href="/en_us/services/consulting/supply-chain-operations">Supply chain and operations</a></p> <p><a href="/en_us/alliances">EY Partner Ecosystem</a></p> <p> </p> <p><a href="/en_us/services">Explore Services</a></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" 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class="caseStudies__title">Private equity</p> <p> <a href="/en_gl/insights/private-equity/how-genai-is-empowering-talent-at-a-pe-backed-consumer-brand">How GenAI is empowering talent at a PE-backed consumer brand</a> </p> <p> <span class="date">08 May 2024</span><a href="/en_gl/people/ey">EY Global </a> </p> </div> <div class="caseStudies"> <p class="caseStudies__title">Strategy and Transactions</p> <p> <a href="/en_gl/insights/strategy-transactions/how-carve-outs-positioned-an-automotive-giant-for-future-growth">How carve-outs positioned an automotive giant for future growth</a> </p> <p> <span class="date">11 Apr 2024</span><a href="/en_gl/people/ey">EY Global </a> </p> </div> </div> <div class="eycom-tier3-casestudy"> <div class="caseStudies"> <p class="caseStudies__title">Workforce</p> <p> <a href="/en_us/insights/workforce/how-microsoft-built-a-new-mobility-model-for-cross-border-talent">How Microsoft built a new mobility model for cross-border talent</a> </p> <p> <span class="date">13 May 2024</span><a href="/en_us/people/gerard-osei-bonsu">Gerard Osei Bonsu </a> </p> </div> <div class="caseStudies"> <p class="caseStudies__title">Private equity</p> <p> <a href="/en_us/insights/private-equity/how-genai-is-empowering-talent-at-a-pe-backed-consumer-brand">How GenAI is empowering talent at a PE-backed consumer brand</a> </p> <p> <span class="date">08 May 2024</span><a href="/en_us/people/ey">EY </a> </p> </div> <div class="caseStudies"> <p class="caseStudies__title">Strategy transactions</p> <p> <a href="/en_us/insights/strategy-transactions/how-carve-outs-positioned-an-automotive-giant-for-future-growth">How carve-outs positioned an automotive giant for future growth</a> </p> <p> <span class="date">11 Apr 2024</span><a href="/en_us/people/ey">EY </a> </p> </div> </div> <div class="container responsivegrid"> <div id="container-9b162933da" class="cmp-container"> <div class="separator"> <div class="cmp-separator"> <hr 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href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/careers/students-and-entry-level-professionals.html\">Early career opportunities</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/careers/mba-and-advanced-degree-opportunities.html\">MBA and advanced-degree students</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/careers/job-search.html\">Contract workers</a></p>\r\n<p><a href=\"/content/ey-unified-site/ey-com/local/us/en_us/home/careers/parthenon.html\">EY-Parthenon careers</a></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" 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src="/content/dam/ey-unified-site/ey-com/en-gl/insights/climate-change-sustainability-services/images/ey-aerial-view-of-red-wooden-bridge-walkway-in-a-mangrove-forest-static.jpg" srcset="/content/dam/ey-unified-site/ey-com/en-gl/insights/climate-change-sustainability-services/images/ey-aerial-view-of-red-wooden-bridge-walkway-in-a-mangrove-forest-static.jpg.transform/instant-search-200/img.jpg 1x,/content/dam/ey-unified-site/ey-com/en-gl/insights/climate-change-sustainability-services/images/ey-aerial-view-of-red-wooden-bridge-walkway-in-a-mangrove-forest-static.jpg.transform/instant-search-400/img.jpg 2x,/content/dam/ey-unified-site/ey-com/en-gl/insights/climate-change-sustainability-services/images/ey-aerial-view-of-red-wooden-bridge-walkway-in-a-mangrove-forest-static.jpg.transform/up-img-width-thumbnail-large-screen/img.jpg 3x" alt="" aria-hidden="true"/> <div class="trending-info"> <p class="up-trending-section--item__link-text">How will climate transition planning empower you to 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Learn more.</p> <span class="date">12 Nov 2024</span> <span class="trending-tag up-trending-section--item__tag">Sustainability</span> </div> </a> </li> <li class="up-trending-section--item"> <a href="/en_us/insights/law/how-microsoft-streamlined-regulatory-compliance-with-gen-ai" class="up-trending-section--item__link-name"> <img src="/content/dam/ey-unified-site/ey-com/en-gl/insights/law/images/ey-ai-team-of-lawyers-planning-with-business-colleagues-during-meeting-at-law-firm.jpg" srcset="/content/dam/ey-unified-site/ey-com/en-gl/insights/law/images/ey-ai-team-of-lawyers-planning-with-business-colleagues-during-meeting-at-law-firm.jpg.transform/instant-search-200/img.jpg 1x,/content/dam/ey-unified-site/ey-com/en-gl/insights/law/images/ey-ai-team-of-lawyers-planning-with-business-colleagues-during-meeting-at-law-firm.jpg.transform/instant-search-400/img.jpg 2x,/content/dam/ey-unified-site/ey-com/en-gl/insights/law/images/ey-ai-team-of-lawyers-planning-with-business-colleagues-during-meeting-at-law-firm.jpg.transform/up-img-width-thumbnail-large-screen/img.jpg 3x" alt="" aria-hidden="true"/> <div class="trending-info"> <p class="up-trending-section--item__link-text">How Microsoft streamlined regulatory compliance with GenAI </p> <p class="up-trending-section--item__link-description" aria-hidden="true">This case study reveals how Microsoft legal teams are using GenAI to confidently manage regulatory change. Learn more.</p> <span class="date">15 Oct 2024</span> <span class="trending-tag up-trending-section--item__tag">Law</span> </div> </a> </li> <li class="up-trending-section--item"> <a href="/en_us/insights/private-equity/how-private-equity-can-optimize-esg-to-maximize-value-creation" class="up-trending-section--item__link-name"> <img src="/content/dam/ey-unified-site/ey-com/en-gl/insights/private-equity/images/ey-aerial-view-of-a-green-bridge-ecoduct-for-fauna-crossing-above-highway.jpg" srcset="/content/dam/ey-unified-site/ey-com/en-gl/insights/private-equity/images/ey-aerial-view-of-a-green-bridge-ecoduct-for-fauna-crossing-above-highway.jpg.transform/instant-search-200/img.jpg 1x,/content/dam/ey-unified-site/ey-com/en-gl/insights/private-equity/images/ey-aerial-view-of-a-green-bridge-ecoduct-for-fauna-crossing-above-highway.jpg.transform/instant-search-400/img.jpg 2x,/content/dam/ey-unified-site/ey-com/en-gl/insights/private-equity/images/ey-aerial-view-of-a-green-bridge-ecoduct-for-fauna-crossing-above-highway.jpg.transform/up-img-width-thumbnail-large-screen/img.jpg 3x" alt="" aria-hidden="true"/> <div class="trending-info"> <p class="up-trending-section--item__link-text">How private equity can optimize ESG to maximize value creation </p> <p class="up-trending-section--item__link-description" aria-hidden="true">ESG will play a key role in the value creation strategies of PE firms. 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</div> </div> </div> </div> </div> <div class="left-container container responsivegrid up-two-columns__left-container-bottom"> <div id="left-container-ab56d0a8e0" class="cmp-container"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> </div> </div> </div> </div> <div class="parsys up-two-columns__right-container"><div class="container responsivegrid section"> <div id="container-5710b73cd0" class="cmp-container"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="rich-text text aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"><div data-cmp-data-layer="{"rich-text-18aefd600d":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-06-06T17:54:48Z","xdm:text":"<h4><span class=\"copy-block\">The use of Generative AI (GenAI) in customer service can provide layers of data-driven customization, speed and innovation.</span></h4>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <h4><span class="copy-block">The use of Generative AI (GenAI) in customer service can provide layers of data-driven customization, speed and innovation.</span></h4> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> <div class="separator cmp-separator--horizontal-rule cmp-separator--half-size aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"> <div class="cmp-separator"> <hr class="cmp-separator__horizontal-rule"/> </div></div> <div class="rich-text text aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"><div data-cmp-data-layer="{"rich-text-52350fe1dd":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-06-06T17:57:28Z","xdm:text":"<p><span class=\"copy-block\"><b>In brief</b></span></p>\r\n<ul>\r\n<li><span class=\"copy-block\">GenAI can help eliminate the customer disconnect that happens with automation, reduce response times and personalize customer experiences.</span></li>\r\n<li><span class=\"copy-block\">New products and services, designed with the customer in mind, can result with the careful implementation of GenAI.</span></li>\r\n</ul>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <p><span class="copy-block"><b>In brief</b></span></p> <ul><li><span class="copy-block">GenAI can help eliminate the customer disconnect that happens with automation, reduce response times and personalize customer experiences.</span></li><li><span class="copy-block">New products and services, designed with the customer in mind, can result with the careful implementation of GenAI.</span></li></ul> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> <div class="separator cmp-separator--horizontal-rule cmp-separator--half-size aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"> <div class="cmp-separator"> <hr class="cmp-separator__horizontal-rule"/> </div></div> <div class="rich-text text aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"><div data-cmp-data-layer="{"rich-text-fa19bfa382":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-06-10T15:48:29Z","xdm:text":"<p><span class=\"copy-block\"><span class=\"drop-cap\">E</span>xcellent customer experience is non-negotiable for a thriving business.</span></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <p><span class="copy-block"><span class="drop-cap">E</span>xcellent customer experience is non-negotiable for a thriving business.</span></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> <div class="nested-tile aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"><div class="content"> <div class="height-control"></div> <div class="nestedTileSec nestedTile-parsys rightAlign small"> <div id="nested-tile-container-8050397638" class="cmp-container"> <div class="link-area"> <div class="cmp-link-area cmp-link-area--regular " data-analytics-category="Link Area"> <p class="cmp-link-area__header"> </p> <div> <ul class="cmp-link-area__regular "> <li class="cmp-link-area__item "> <div class="cmp-link-area__wrapper"> <p class="cmp-link-area__item--title"> <a data-analytics-link-click data-analytics-event-label="customHeader" data-analytics-action-value="AI Strategy consulting and M&amp;A" href="/en_us/services/strategy/ai-strategy-consulting-mergers-acquisitions"> AI Strategy consulting and M&A </a> </p> </div> <p class="cmp-link-area__item__paragraph">AI strategy consulting teams can enable better and faster ROI for new products and services and help accelerate M&A. Find out more. </p> <a class="cmp-link-area__item__readmore" href="/en_us/services/strategy/ai-strategy-consulting-mergers-acquisitions"> Read more </a> </li> </ul> </div> </div> </div> </div> </div> <div class="richText-content cmp-text nested-tile--georgia-font"> <p>In fact, 80% of customers say that the experience a company provides is as important as its products or services. Despite this, organizations seem to be missing the mark. More than half of consumers report feeling like mere numbers and that they are communicating with separate departments, not one company.<sup>1</sup><br /> </p> <p> </p> <p>In today’s fast-paced, digitally driven world, customers value their time more than ever while also yearning for personalized and relevant experiences. The unique ability of GenAI to synthesize large datasets and generate new content uniquely positions it to enhance customer experiences.</p> <p> </p> <p>With AI in customer service, sales and marketing, businesses can better align with customers, anticipate their needs, learn from previous interactions, and make them feel heard and valued. GenAI can alleviate common customer pain points that include:</p> <p> </p> <h3>Scripted interactions and lack of empathy</h3> <p>Customers feel disconnected when they receive generic responses, even when delivered through an actual person at the end of a line.</p> <p> </p> <p><b>Example:</b> Jamilla calls her credit card company about potential fraud. The customer service rep sticks to a scripted request for information, without addressing her stress.</p> <p> </p> <p>GenAI can help businesses extract insights from past customer experiences and compose personalized communications to address their needs. This leads to meaningful, empathetic dialogue that makes customers feel truly valued and understood.</p> </div> </div> </div> <div class="rich-text text aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--0"><div data-cmp-data-layer="{"rich-text-a4890e744d":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-06-10T15:46:07Z","xdm:text":"<h3><span class=\"copy-block\">Long wait times</span></h3>\r\n<p><span class=\"copy-block\">Whether it’s waiting on hold during a phone call or standing by for an email response that seemingly never shows up, long wait times make customers feel deprioritized.</span></p>\r\n<p><span class=\"copy-block\"><b>Example:</b> While the Tam family is leaving for the airport, their flights get canceled. They call the airline and are put on hold with an estimated three-hour wait time to speak with a representative.</span></p>\r\n<p><span data-rte-class=\"rte-temp\"><span class=\"copy-block\">GenAI can help businesses handle inquiries and concerns in real time, catering to customers’ desire for instant acknowledgment.</span></span></p>\r\n<h3><span class=\"copy-block\">Repeating information</span></h3>\r\n<p><span class=\"copy-block\">Customers may need to repeatedly provide the same information during a single customer service experience, especially when transferred from one department to another.</span></p>\r\n<p><span class=\"copy-block\"><b>Example:</b> Paul’s Wi-Fi stops working, so he calls his service provider. He explains the issue in detail to the customer care team, only to find himself repeating it all to the technical team after his call is transferred.</span></p>\r\n<p><span class=\"copy-block\">GenAI can help businesses autonomously synthesize and summarize disparate customer touchpoints to enable faster and smoother follow-ups.</span></p>\r\n<h3><span class=\"copy-block\">Impersonal services</span></h3>\r\n<p><span class=\"copy-block\">Generic services and messaging make customers feel undervalued and less likely to engage with business.</span></p>\r\n<p><span class=\"copy-block\"><b>Example:</b> Jean is a single professional who lives in a one-bedroom apartment. Their electricity provider continuously mails them promotions for family-sized energy plans that are only suitable for a large household.</span></p>\r\n<p><span class=\"copy-block\">GenAI can help tailor product offerings and service delivery models to customer needs balancing speed, customization and frequency.</span></p>\r\n<p><span class=\"copy-block\">GenAI can take prior customer interactions, behaviors and preferences to craft relevant and individualized solutions with speed and at scale, converting customer pain points into opportunities to wow customers. Additionally, GenAI is constantly learning, meaning every customer experience will be better than the last application of GenAI. These benefits exist in both B2B and B2C environments and span key domains, including marketing, customer service and sales enablement.</span></p>\r\n<p><span class=\"copy-block\">Companies across industries can explore several use-cases to enhance their customer experiences:</span></p>\r\n<h3><span class=\"copy-block\">Store retail genie</span></h3>\r\n<p><span class=\"copy-block\">Offer real-time inventory analysis and predict transaction trends, ensuring timely communication about product availability to customers and ensures effective order fulfillment.</span></p>\r\n<h3><span class=\"copy-block\">Pricing and promotion maestro</span></h3>\r\n<p><span class=\"copy-block\">Assess current pricing and promotion strategies and compare against competitor offerings to enable accurate pricing decisions for customers.</span></p>\r\n<h3><span class=\"copy-block\">Augmented segmentation and real-time personalization concierge</span></h3>\r\n<p><span class=\"copy-block\">Expedite customer segmentation approaches to support resource and capital allocation decisions, provide more customized product and service delivery models, and instantly deliver tailored and relevant messages.</span></p>\r\n<h3><span class=\"copy-block\">Sales samurai</span></h3>\r\n<p><span class=\"copy-block\">Synthesize product information for large volume of SKUs to generate more tailored enablement collateral and training for sales representatives.</span></p>\r\n<h3><span class=\"copy-block\">New account leads wizard</span></h3>\r\n<p><span class=\"copy-block\">Identify target accounts for hunters in a specific territory to expedite the sales cycle, optimize cost of sales and improve conversion.</span></p>\r\n<p><span class=\"footnote\"><a href=\"https://www.linkedin.com/in/archana-sarathy/\" target=\"_blank\" rel=\"noopener noreferrer\">Archana Sarathy</a>, Senior Director at EY-Parthenon, Ernst &amp; Young LLP and <a href=\"https://www.linkedin.com/in/lori-kim/\" target=\"_blank\" rel=\"noopener noreferrer\">Lori Kim</a>, Consultant at EY-Parthenon, Ernst &amp; Young LLP also contributed to this article.</span></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <h3><span class="copy-block">Long wait times</span></h3> <p><span class="copy-block">Whether it’s waiting on hold during a phone call or standing by for an email response that seemingly never shows up, long wait times make customers feel deprioritized.</span></p> <p><span class="copy-block"><b>Example:</b> While the Tam family is leaving for the airport, their flights get canceled. They call the airline and are put on hold with an estimated three-hour wait time to speak with a representative.</span></p> <p><span data-rte-class="rte-temp"><span class="copy-block">GenAI can help businesses handle inquiries and concerns in real time, catering to customers’ desire for instant acknowledgment.</span></span></p> <h3><span class="copy-block">Repeating information</span></h3> <p><span class="copy-block">Customers may need to repeatedly provide the same information during a single customer service experience, especially when transferred from one department to another.</span></p> <p><span class="copy-block"><b>Example:</b> Paul’s Wi-Fi stops working, so he calls his service provider. He explains the issue in detail to the customer care team, only to find himself repeating it all to the technical team after his call is transferred.</span></p> <p><span class="copy-block">GenAI can help businesses autonomously synthesize and summarize disparate customer touchpoints to enable faster and smoother follow-ups.</span></p> <h3><span class="copy-block">Impersonal services</span></h3> <p><span class="copy-block">Generic services and messaging make customers feel undervalued and less likely to engage with business.</span></p> <p><span class="copy-block"><b>Example:</b> Jean is a single professional who lives in a one-bedroom apartment. Their electricity provider continuously mails them promotions for family-sized energy plans that are only suitable for a large household.</span></p> <p><span class="copy-block">GenAI can help tailor product offerings and service delivery models to customer needs balancing speed, customization and frequency.</span></p> <p><span class="copy-block">GenAI can take prior customer interactions, behaviors and preferences to craft relevant and individualized solutions with speed and at scale, converting customer pain points into opportunities to wow customers. Additionally, GenAI is constantly learning, meaning every customer experience will be better than the last application of GenAI. These benefits exist in both B2B and B2C environments and span key domains, including marketing, customer service and sales enablement.</span></p> <p><span class="copy-block">Companies across industries can explore several use-cases to enhance their customer experiences:</span></p> <h3><span class="copy-block">Store retail genie</span></h3> <p><span class="copy-block">Offer real-time inventory analysis and predict transaction trends, ensuring timely communication about product availability to customers and ensures effective order fulfillment.</span></p> <h3><span class="copy-block">Pricing and promotion maestro</span></h3> <p><span class="copy-block">Assess current pricing and promotion strategies and compare against competitor offerings to enable accurate pricing decisions for customers.</span></p> <h3><span class="copy-block">Augmented segmentation and real-time personalization concierge</span></h3> <p><span class="copy-block">Expedite customer segmentation approaches to support resource and capital allocation decisions, provide more customized product and service delivery models, and instantly deliver tailored and relevant messages.</span></p> <h3><span class="copy-block">Sales samurai</span></h3> <p><span class="copy-block">Synthesize product information for large volume of SKUs to generate more tailored enablement collateral and training for sales representatives.</span></p> <h3><span class="copy-block">New account leads wizard</span></h3> <p><span class="copy-block">Identify target accounts for hunters in a specific territory to expedite the sales cycle, optimize cost of sales and improve conversion.</span></p> <p><span class="footnote"><a href="https://www.linkedin.com/in/archana-sarathy/" target="_blank" rel="noopener noreferrer">Archana Sarathy</a>, Senior Director at EY-Parthenon, Ernst & Young LLP and <a href="https://www.linkedin.com/in/lori-kim/" target="_blank" rel="noopener noreferrer">Lori Kim</a>, Consultant at EY-Parthenon, Ernst & Young LLP also contributed to this article.</span></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> </div> </div> </div> </div> </div> </div> <div class="upArticleReference component aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--11 aem-GridColumn--offset--default--1"><span class="up-article-reference" data-up-is="article-reference" data-up-analytics="article-reference" data-analytics-page-title="How Gen AI can improve customer service interactions | EY - US" data-up-is-expanded="false"> <button id="article-reference-heading" class="up-article-reference__heading" data-up-hook-article-reference="heading" aria-controls="article-reference-content" aria-expanded="false" role="button"> <span class="up-article-reference__heading-opened">Show reference </span> <span class="up-article-reference__heading-closed">Hide reference </span> </button> <div id="article-reference-content" class="up-article-reference__content" data-up-hook-article-reference="content" role="region" aria-labelledby="article-reference-heading" aria-hidden="true" inert> <span><sup>1</sup> “What Are Customer Expectations, and How Have They Changed?” <i>Salesforce.com</i>, August 2023.</span> </div> </span> <br/> </div> <div class="rich-text text aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--8 aem-GridColumn--offset--default--2"><div data-cmp-data-layer="{"rich-text-5bb1efba14":{"@type":"ey-unified-site/components/rich-text","repo:modifyDate":"2024-06-06T17:59:53Z","xdm:text":"<h4><span class=\"copy-block\">Summary</span></h4>\r\n<p><span class=\"copy-block\">GenAI in customer service can help businesses enhance customer experiences by addressing challenges such as impersonal responses, long wait times and repetitive information sharing. This can transform customer pain points into satisfaction opportunities. Because GenAI can continuously improve outputs, each customer interaction can be better than the last. GenAI use cases can be developed to manage real-time inventory updates, competitive pricing strategies, personalized marketing messages and more efficient sales enablement.</span></p>\r\n"}}" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> <div class="up-rich-text__container" data-up-hook-rich-text="richTextContainer"> <div class="up-rich-text__container-content" data-up-hook-rich-text="richTextContent"> <h4><span class="copy-block">Summary</span></h4> <p><span class="copy-block">GenAI in customer service can help businesses enhance customer experiences by addressing challenges such as impersonal responses, long wait times and repetitive information sharing. This can transform customer pain points into satisfaction opportunities. Because GenAI can continuously improve outputs, each customer interaction can be better than the last. GenAI use cases can be developed to manage real-time inventory updates, competitive pricing strategies, personalized marketing messages and more efficient sales enablement.</span></p> </div> </div> <button class="rich-text__read-more-btn rich-text__button--hidden" data-up-hook-rich-text="richTextReadMoreButton" aria-hidden="true" aria-label="Read more button, press enter to activate, or use Up arrow key to learn more about this content"> Read more </button> <button class="rich-text__read-less-btn" data-up-hook-rich-text="richTextReadLessButton" aria-hidden="true" aria-label="Read less button, press enter to activate, or use Up arrow key to learn more about this content"> Read less </button> </div> </div> <div class="container responsivegrid theme-dual-dark cmp-container--theme-dark-accented cmp-container--component-e2e aem-GridColumn aem-GridColumn--default--12"> <div id="container-eba6422ab5" class="cmp-container"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="up-authors-and-contributors aem-GridColumn aem-GridColumn--default--12"> <div class="up-authors-and-contributors up-authors-and-contributors--article-bottombar " data-up-analytics="authors-and-contributors" data-up-is="authors-and-contributors"> <p class="up-authors-and-contributors__title">About this article</p> <div class="up-authors-and-contributors__content"> <div class="up-authors-and-contributors__authors-and-contributors-container"> <div class="up-authors-and-contributors__authors-container"> <p class="up-authors-and-contributors__authors-title"> Authors </p> <ul class="up-authors-and-contributors__author-links"> <li class="up-authors-and-contributors__author-link-container"> <a class="up-authors-and-contributors__author-link up-authors-and-contributors__analytics-author-link" aria-label="Khalid Khan" href="/en_us/people/khalid-khan"> <figure class="up-authors-and-contributors__author-link-content"> <div class="up-authors-and-contributors__author-name-container"> Dr. Khalid Khan </div> </figure> </a> <div class="up-authors-and-contributors__author-title"> EY Americas Strategy and Transactions AI Leader </div> </li> <li class="up-authors-and-contributors__author-link-container"> <a class="up-authors-and-contributors__author-link up-authors-and-contributors__analytics-author-link" aria-label="Dietrich Chen" href="/en_us/people/dietrich-chen"> <figure class="up-authors-and-contributors__author-link-content"> <div class="up-authors-and-contributors__author-name-container"> Dietrich Chen </div> </figure> </a> <div class="up-authors-and-contributors__author-title"> EY-Parthenon Managing Director, Commercial Strategy, Ernst & Young LLP </div> </li> </ul> </div> </div> <div class="up-authors-and-contributors__tags-and-social-container"> <div class="up-authors-and-contributors__article-tags-container"> <div class="related-topics surfaceTags"> <div data-cmp-data-layer="{"surfaceTags-a259dc9f8a":{"@type":"ey-unified-site/components/surfaceTags"}}" 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class="up-content-grid__list-item " data-up-hook-content-grid="[listItem]"> <a class="up-content-grid__list-item-image-link" aria-hidden="true" href="/en_us/alliances/adobe/how-can-genai-help-you-reach-new-b2b-customers" tabindex="-1"> <img class="up-content-grid__list-item-image" src="/content/dam/ey-unified-site/ey-com/en-us/alliances/images/ey-adobe-gen-ai-personalization-man-hat-sunrise.jpg" srcset="/content/dam/ey-unified-site/ey-com/en-us/alliances/images/ey-adobe-gen-ai-personalization-man-hat-sunrise.jpg.transform/up-img-width-small-screen/img.jpg 1x,/content/dam/ey-unified-site/ey-com/en-us/alliances/images/ey-adobe-gen-ai-personalization-man-hat-sunrise.jpg.transform/up-img-width-large-screen/img.jpg 2x,/content/dam/ey-unified-site/ey-com/en-us/alliances/images/ey-adobe-gen-ai-personalization-man-hat-sunrise.jpg.transform/up-img-width-xlarge-screen/img.jpg 3x" alt="Adobe GenAI Personalization Man with Hat"/> </a> <div class="up-content-grid__list-item-details"> <p 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