How Generative AI is Redefining Client Experience for Professional Services

Professional services are at a critical juncture in how they engage clients. With growing expectations for personalised, always-on experiences, traditional approaches are struggling to keep pace. Generative AI (GenAI) is not just enhancing client interactions—it’s rewriting the rules entirely, offering scalable, efficient, and secure ways to deliver exceptional experiences. Let’s explore how GenAI is transforming client engagement and why it matters.

80% of customer service and support organisations will be applying GenAI, by 2025, in some form to improve agent productivity and customer experience (Gartner).

The problem with “Business as usual”?

Historically, professional services have faced significant challenges in delivering consistent and tailored client experiences. The key issues include:

• Rising Pressure and Decreased Demand: In the next 12 months, many professional service firms will face pricing pressures and decreased demand. To stay competitive, they’ll need to strengthen client relationships while optimising resources and expertise.
• Limited Availability: Traditional support is restricted to business hours, leaving clients without assistance during evenings or across different time zones.
• Lack of Personalisation at Scale: While personalisation drives growth, scaling these experiences can quickly overwhelm resources, increasing operational complexity and costs. Fast-growing companies derive 40% more revenue from personalisation, but many firms struggle to balance scalability and customisation (McKinsey).
• High Operational Costs: Delivering high-quality client support demands large teams, driving up costs that are often unsustainable for smaller organisations.

These limitations underscore the need for new, innovative solutions like Generative AI, which offers scalable, secure, and personalised client engagement.

Generative AI in Action: Transforming Client Experience

Generative AI is already enabling professional services to overcome these challenges. Here’s how your organisation can benefit:

24/7 AI Support for Instant Client Assistance

Generative AI agents provide round-the-clock support, offering personalised and accurate guidance at any time of day. Whether answering routine inquiries or guiding clients through complex processes, AI-driven agents deliver fast, efficient responses that improve client satisfaction. In fact, a recent report from NTT Data shows that 75% of of respondents agree that their customer-facing GenAI support systems offer the same client experience as, or better than, human-led interactions.

Imagine an insurance provider aiming to automate and enhance client interactions. With a Generative AI agent acting as a personalised digital assistant, clients can receive instant support. For instance, the AI agent can answer common questions such as, “How do I start my insurance claim, and what documents do I need to submit?”

This approach not only reduces response times but also improves the overall client experience.?

Break Language Barriers for Global Client Reach

With multilingual capabilities, Generative AI ensures your organisation can engage clients worldwide. AI-powered translation maintains the intent and tone of conversations across languages, fostering inclusivity and trust. Imagine instantly translating client queries or adapting policy documents for different regions—these capabilities open up new markets without the burden of hiring additional staff.

Secure Knowledge Sharing and Personalised Responses

Generative AI can access internal knowledge bases to provide fast, context-specific answers. However, not all AI platforms guarantee data security. Kalisa’s Generative AI platform prioritises data protection, ensuring sensitive information is never used to train AI models. For example, legal organisations using Kalisa can confidently share regulatory updates, reply to FAQs and offer tailored advice to their clients, improving communication while safeguarding data integrity.

Self-Service Tools for Client Empowerment

Kalisa’s Generative AI makes it easy to create client portals and self-service dashboards. These tools allow organisations to monetise their expertise, offering subscription-based services or web-based AI solutions. This approach not only enhances client satisfaction but also unlocks recurring revenue opportunities.

Implementing Generative AI: Best Practices

To realise the benefits of generative AI, organisations should approach implementation strategically:

1. Identify High-Impact GenAI Use Cases

Focus on areas where Generative AI can deliver maximum impact by aligning AI initiatives with your organisation’s strategic objectives. Prioritise use cases that:

• Address Immediate Challenges: Identify tasks that are repetitive, time-consuming, or prone to errors, such as customer support, FAQ management, or document processing.
• Enhance Client and Employee Experience: Target areas that improve client engagement, such as personalised client onboarding and multilingual support, or boost internal efficiency through automated workflows.
• Generate Tangible ROI: Choose initiatives that deliver measurable results—whether through cost reduction, increased client satisfaction, or new revenue streams from AI-driven services.

By focusing on high-value opportunities and deploying AI in manageable phases, you can ensure quick wins and lay a solid foundation for scalable adoption across the organisation.

2. Prioritise Data Security and Compliance

With 68% of professionals citing data security as their top concern (Thomson Reuters), protecting sensitive information and intellectual property is essential. Kalisa offers a secure platform where client data remains private and is never used to train AI models, ensuring complete confidentiality. This security-first approach builds trust, safeguards intellectual property, and enables organisations to innovate with confidence.

3. Invest in Employee Training and Seamless Integration

The successful adoption of Generative AI depends on your team’s ability to work effectively alongside AI tools. Provide targeted training sessions that focus on the technical capabilities of these tools and how they integrate into existing workflows. Fostering a collaborative culture between human expertise and AI-driven processes will enhance adoption and drive optimal outcomes.

4. Measure Success with Clear KPIs

Establish key performance indicators (KPIs) to monitor the impact of Generative AI. Metrics such as reduced response times, increased client satisfaction, and cost savings offer clear insights into AI’s effectiveness. Additionally, track adoption rates and collect employee feedback to identify areas for continuous improvement, ensuring AI tools remain aligned with business goals.

Powering the next generation of professional services

Kalisa offers everything you need to deliver valuable GenAI experiences to your clients and team.

• Chat agents with subject-matter expertise
• AI Workflows to automate business processes
• AI workspaces for your team
• Self-serve client portals and dashboards
• Subscriptions and monetisation
• Securely combine public and private data
• API for systems integration

Book a call with our team to see Kalisa in action