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Taking Digital Customer Interactions to the Next Level through Social-powered Artificial Intelligence
The Accenture Digital Assistant is a game-changing digital customer interaction solution that drives superior customer service at a radically lower operational cost through immediate and relevant customer recommendations supported by opportunistic human intervention. It combines artificial intelligence, live agents and social media to manage and optimize customer interaction across channels in a manner driven by automation.
From an operational perspective, live agents supervise and collaborate with robots - which handle the majority of routine interactions - only intervening opportunistically or as needed. Continuously learning through human interactions, over time the artificial intelligence capabilities expand to handle an increasing number of interactions, allowing agents to focus their time and talents on high value customers and more complex or critical issues.
Download the Accenture Digital Assistant brochure [PDF, 799KB]
View the Accenture Digital Assistant Infographic [PDF, 1.16MB]
Accenture Interactive brings deep artificial intelligence skills, profound digital knowledge and skills, and an agile and innovative work ethic to its Digital Assistant managed service. Digital Assistant can be an adjunct to a company’s customer care process or included within a broader customer care business process outsourcing relationship.
Accenture Interactive helps the world’s leading brands delight their customers and drive superior marketing performance across the full multichannel customer experience. As part of Accenture Digital, Accenture Interactive works with over 23,000 Accenture professionals dedicated to serving marketing and digital clients to offer integrated, industrialized and industry-driven digital transformation and marketing services.
The Digital Assistant delivers powerful and novel business benefits including:
Driving significantly decreased operational costs through automated interactions and continuous learning from human interactions
Improved customer satisfaction by providing immediate automated customer service but keeping human intelligence in the loop as needed
Differentiated customer experience across web, mobile and social media channels
Driving increased sales and decreased shopping cart abandonment through personalized recommendations
Providing opportunities for deeper customer insight that can improve products and services based on actual and natural conversations
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