Revolutionizing Customer Engagement with AI-Driven Solutions

A leading consumer-packaged goods manufacturer partnered with FTI Consulting to enhance customer service through agentic AI. The project aimed to improve engagement, efficiency, and revenue while reducing costs. FTI Consulting conducted an assessment, benchmarking AI capabilities, and identified over 50 high-value use cases. The team designed a future-state architecture and roadmap for AI-first transformation, including scalable omnichannel engagement and near-term automation opportunities. The outcome included a 25% decrease in human agent chat volume and a data-driven investment roadmap.