{
  "docId": "019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "docSlug": "148a062f7e47b0b5",
  "documentTitle": "Trends &amp; AI in the Contact Center",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 25,
  "pageCount": 29,
  "prevPage": 24,
  "nextPage": 26,
  "slideType": "case_study",
  "function": "illustrate_case",
  "density": "dense",
  "nDataPoints": 6,
  "notes": "Uses a classic Issue-Solution-Impact structure.",
  "elementsJson": [
    "paragraph",
    "bullet_list"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a16b-0ea49d021bbe/25",
  "deckHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe#slide-25",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "After implementing all prioritized omnichannel use cases in the voice/chat/SMS AI channels, net saving is targeted to be $500 million/year.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbe-348d8c9e59a5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.25,
        "x": 0.67,
        "y": 0.65
      },
      "kind": "list",
      "text": "More than 30 million annual calls handled by the VVA in production; 90% containment rate; $150 million in annual savings; 2X rate of collection",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5ba0b843-f56b-458e-ac0c-da938aeb0b75",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "annual savings: $500 million",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbe-3b3d9df5a69a",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.5,
        "w": 0.3,
        "x": 0.67,
        "y": 0.31
      },
      "kind": "paragraph",
      "text": "Impact: The Google CCAI enabled transformation is underway...",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "37b317dd-6d5a-4ba8-a0b4-cce51258d536",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.5,
        "w": 0.3,
        "x": 0.35,
        "y": 0.31
      },
      "kind": "paragraph",
      "text": "Solution: The client engaged Deloitte to transform their call center...",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a2cc46fb-bb51-47c2-9eb1-2da2b6b61e82",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.5,
        "w": 0.3,
        "x": 0.03,
        "y": 0.31
      },
      "kind": "paragraph",
      "text": "Issue: Call center operating cost has become prohibitive (~$1.5 billion in OPEX)...",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "db2e4969-daf8-4831-ac57-1e27b17bc8c3",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.4,
        "x": 0.03,
        "y": 0.08
      },
      "kind": "title",
      "text": "Case study: US-based global telecom",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "da188cdd-0917-441c-8b99-d2d0f4f4824f",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.03,
        "w": 0.25,
        "x": 0.03,
        "y": 0.14
      },
      "kind": "title",
      "text": "AI digital assistant transformation",
      "attrs": null,
      "subkind": "subtitle",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "05c658f8-ab2c-47a2-8fa5-ccaf76dcafd0",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "SCQA Framework",
      "slug": "scqa-framework",
      "agent": "Architect",
      "layer": "block",
      "matchId": "019deab8-5cca-709b-b9e2-c4fb1eb9b77e",
      "evidence": "Issue-Solution-Impact structure noted in inventory.",
      "confidence": 78
    },
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019deab8-5c5c-744a-961b-4e74ed78ef20",
      "evidence": "Callout quantifies $500M annual savings outcome.",
      "confidence": 75
    },
    {
      "name": "Audience Definition",
      "slug": "audience-definition",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "e050e80c-b73f-4bcb-8c0f-778183558507",
      "evidence": "The components mention 'call center operating cost' and 'annual savings', indicating that the slide is tailored to a specific audience, likely business stakeholders or executives.",
      "confidence": 0.7
    },
    {
      "name": "Concrete Language",
      "slug": "concrete-language",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019deab8-5c7f-7717-aca5-2b7e2378c26e",
      "evidence": "Specific telecom, $500M figure, omnichannel use cases.",
      "confidence": 82
    },
    {
      "name": "Credibility Transfer",
      "slug": "credibility-transfer",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019deab8-5ca4-747e-b9f1-cf6f77b3c284",
      "evidence": "Real client outcome borrows authority from prior delivery.",
      "confidence": 80
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 25,
      "from": 24,
      "beatId": "019deab8-53d6-7038-ab93-c14c93ec7336",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": null,
      "evidence": "Pitfalls/best-practices contrast and $500M telecom case study.",
      "position": 4,
      "confidence": 88,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 28,
      "from": 24,
      "beatId": "019deab8-5496-7544-9234-6eca8f1f1cd5",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Action (Now What)",
      "beatSlug": null,
      "evidence": "Pitfalls, case proof, roadmap and decision criteria.",
      "position": 3,
      "confidence": 55,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 25,
      "from": 24,
      "name": "Before After",
      "slug": "21-before-after",
      "bestFor": "Product demos, process improvements, ROI justification",
      "matchId": "019deab8-5551-71cb-881f-e2a5bcdb87ac",
      "evidence": "What-to-avoid vs what-works (p24) followed by $500M telecom outcome (p25).",
      "position": 5,
      "objective": "Contrast pitfalls vs best practice, then prove with case",
      "structure": "The Old Way (Pain) -> The Moment of Change -> The New Way (Glory) -> The Measurable Delta",
      "confidence": 78,
      "description": "Show the dramatic contrast between the old way and the new way through side-by-side comparison"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}