Reimagine service so every customer feels like the only customer
Ninety-five percent of customer interactions are expected to be AI-enabled by 2025. As organizations strive to make traditionally cumbersome parts of customer engagement more frictionless across channels – delighting customers and building brand loyalty in the process – they’ll need to reimagine the role that service plays as part of the broader customer experience.
Solutions.AI for Customer Engagement is built to do just that. Putting AI at the frontline of every interaction streamlines service, better equips agents, and enhances the overall experience with personalized, precise, and empathetic care. It helps brands quickly and responsibly use data to understand and predict customer needs and arm agents behind the screen with the right message and offers. Generating insights from a unified customer data platform, AI enhances the quality of chatbots to serve the right information to customers whether they’re residents looking to pay utility bills online or citizens looking for the latest COVID-19 information. And it improves the original product and service by analyzing and incorporating insights from customer interactions through a constant feedback loop.
Ultimately, by scaling these capabilities and new experiences, organizations can deliver the kind of service that is convenient, seamless and builds strong customer loyalty and growth.
Our IP-led, expert-managed solution accelerates enterprise value by delivering both top- and bottom-line benefits, along with enhanced B2C and B2B experiences.
up to 3x increase in customer satisfaction score (CSAT)
increase in customer lifetime value (CLTV)
reduction in overall operating expenses (OPEX)
increase in revenue
"Intelligent technologies hold immense potential to transform how organizations bring value to customers. When designed correctly, humans and AI can complement each other to improve experiences, enhance efficiency, raise productivity and drive growth."
— SHARAD SACHDEV, Accenture’s Global Solutions.AI Customer Engagement Lead
Harness the power of data and artificial intelligence to accelerate change for your business.
Frequently asked questions
AI helps streamline customer service, equip agents, and enhance the overall experience with personalized, precise, and empathetic care. It helps brands quickly and responsibly use data to understand and predict customer needs and improve the quality of AI chatbots to serve the right information to customers at the right time.
A customer data platform (CDP) collects and connects all data sources across an organization so the business has a single, centralized source of information. Having the right CDP – and on Cloud – can help organizations be flexible as they scale. It will also allow them to effectively leverage native analytics and AI services to solve widespread customer-related challenges.
AI augments customer service conversations by not only making communication more efficient but by enhancing the quality of responses between brand and customer. AI can help propose proactive messages to sales representatives to resolve a problem before it occurs and tailor recommendations for new products and services that may benefit the customer. It analyzes data from a variety of interactions and communicates seamlessly with customers across various engagement channels.
AI and automation help customer service representatives more high touch service to customers. By providing automated self-service options for customers, organizations can dedicate their customer service agents to more complex issues. In those situations, agents, using AI-led insights, can provide higher quality responses to customers or personalized recommendations for new products and services, improving the overall customer experience. With people wary of overly-humanized chatbots, organizations may find it advantageous to augment their human agents with AI.