Bridging AI and human expertise: How Thomson Reuters is transforming customer engagement

How AI-driven automation and human oversight are transforming customer service at Thomson Reuters

As AI becomes increasingly integrated into customer operations, the key question is no longer "if" but "how" to blend automation with human empathy. In this powerful session, Abdur Rehman Kureshi, Customer Success Manager – AI Solutions at Thomson Reuters, shares how the company is balancing backend innovation with front-line integrity to create transformative customer experiences.

The session highlights how Thomson Reuters is using large language models (LLMs) and clerical generative AI to automate complex, repetitive tasks like document drafting, filing submissions, and transactional processing. This allows human agents to focus on meaningful, high-value customer interactions while maintaining trust through built-in verification checkpoints.

Drawing from implementations in both RWE and Audi’s contact centers, Abdur illustrates how AI-powered chatbots and prompters, guided by human oversight, can operate in unison to improve service response times, reduce errors, and personalize customer journeys.

Key takeaways include:

• The impact of backend LLMs on customer journey optimization and workflow efficiency
  Practical examples of clerical GenAI in automating correspondence and processes
• Best practices for AI-human collaboration, emphasizing verification and trust
• A behind-the-scenes look at Audi’s AI-enhanced contact center transformation
• Forward-looking strategies to ensure AI empowers, not replaces, human talent