Q UA RT E R _ 0 2 _ 2 0 2 6 57 EXHIBIT 2 Reimagining service workflows with agents could improve customer experience in issue resolution. Example: People–agent collaboration at a leading utilities firm Sector: Utilities Function: Customer support Workflow: Customer service and technical support Position on Skill Change Index¹ Higher-change skill Lower-change skill Workflow stage Agents’ activities People’s activities Relevant skills 1 Call initiation and routing Inbound-call agent Answers inbound calls with recognized customer information from chat, SMS, email, and voice platforms Intent identification agent Flags likely intent for calling based on customer history Call-scheduling agent Schedules calls with customers and determines best next steps Customer service representative Builds trust and rapport with customers using the agent’s pre- populated information Communicating over the phone Managing customer relationships Multilingualism Empathy 2 Issue identification Outreach agent Creates tailored outreach for each account Self-service agent Self-services simpler customer calls, which comprise 80–90% of total calls Customer-issue- identification agen t Transcribes customer issues in real time based on keywords and updates systems with new information Answers customer questions with more complexity (or takes calls when a customer requests to speak with a person) while being coached and assisted by agents Detail orientation Multitasking Problem- solving Customer inquiries Adaptability Professionalism 3 Issue resolution Coaching agent Coaches representatives with real-time data by suggesting clarifying questions or potential solutions to customer questions 1. Based on the McKinsey Global Institute’s (MGI’s) Skill Change Index (SCI). Lower-change skills are in the first and second quartiles of SCI, while higher-change skills are in the third and fourth quartiles. Source: McKinsey Global Institute analysis