Transforming Customer Engagement With Agentic AI

A leading consumer-packaged goods (“CPG”) manufacturer engaged FTI Consulting to assess its customer service chat capabilities and design a future-state agentic-AI-enabled solution to expand intelligent self-service capabilities, improve service efficiency, increase call deflection, enhance customer experience and reduce cost to serve.

Our Impact

The client unlocked more than 50 high-value AI opportunities across the service value chain, driving improvements in customer engagement, operational efficiency and revenue enablement.
Empowered with a clear, AI-enabled customer engagement vision, the client transitioned from a rules-based chatbot to an intelligent AI-assisted self-service model.
The AI automation solution will enable a 25% decrease in total human agent chat volume, driven by improved containment, AI self-service and delivery inquiry automation.
A data-driven investment roadmap emerged from benchmarking functional and technical maturity against industry-leading customer engagement platforms, clarifying capability gaps and strategic priorities.

Our Role

FTI Consulting conducted a rapid assessment of the client’s customer service ecosystem, evaluating chatbot performance, customer experience metrics and operational data across a fragmented landscape of legacy and homegrown systems to identify key gaps and automation opportunities.
Our experts evaluated more than 70 conversational and agentic AI capabilities across leading platforms, developing a structured benchmarking framework to assess functional maturity and alignment with industry-leading customer engagement practices.
We identified and prioritized over 50 high-value AI use cases across the customer service value chain, validating opportunities through market research and executive design workshops.
The team designed a future-state AI-first architecture and transformation roadmap, outlining scalable omnichannel engagement capabilities, near-term automation opportunities and foundational technology investments.