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Transforming the conversation with GenAI

Achieve a more personalized customer experience in your contact center with Accenture’s Conversational AI Platform (CAIP).

POINT OF VIEW

A new era of generative AI for everyone

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Enhancing customer journeys

As businesses embrace the rapid pace of AI-powered digital experiences, customer support services are an important part of that mix. Customers have great expectations for their online engagement, seeking a high level of immediacy and efficiency that can be met with conversational AI.

Accenture’s Customer Engagement Conversational AI Platform (CAIP) relieves pressure on the contact center with self-service automation—powered by generative AI (GenAI)—to optimize the customer experience.

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280%

growth in the conversational AI market is expected—from $10.7B in 2023 to $29.8B by 2028.

 

[Source: Markets and Markets, Conversational AI Market – Global Forecast to 2028]

98%

of global executives agree AI foundation models will play an important role in their organizations’ strategies in the next 3 to 5 years.

 

[Source: Technology Vision 2023, Accenture]

Delivering tailored enterprise-scale solutions

CAIP is a robust, extensible middleware solution that can be scaled and managed across the whole enterprise.

A cloud agnostic platform with modular architecture, CAIP is integrated with GenAI to help design, build and maintain virtual agents —at pace—to support multiple channels and languages.

CAIP on AWS Marketplace

Why CAIP?

Operational scalability

The creation, publishing and maintenance of experiences is centralized to help organizations to break traditional silos and scale across the enterprise.

Accelerated pace to deliver

Conversations are designed as prototypes and utilized in the development of a runnable bot when AI services are finalized.

Culture of continuous improvement

Logging and analytics tools better enable operations and maintenance, creating a living system.

Key capabilities and benefits

No code platform
Conversational AI Virtual Agents can be designed, built, trained and integrated into backend services (using APIs) by business analysts without writing code.

Multi-tenancy
Multiple Virtual Agents for different domains or geographies can be hosted in single instance with access to business authors.

Leverage existing investment
Unify previously siloed initiatives and build on various technologies without needing to rebuild from scratch.

Backend Integrations
CAIP is designed with support for enterprise level backend integration in mind.

Analytics
Leverage a dashboard with common KPIs, conversation history and insights.

Pre-built cartridges
Industry relevant cartridges are pre-built to provide working use cases for common flows.

Flexibility in AI services
Cloud and vendor agnostic: easily switch between providers and mix-and-match to get the best solution.

Personalized interactions with GenAI
The integration of GenAI in Virtual Agent design realizes more natural sounding responses that are also aligned with a company’s identity.

Assisted Learning
Analytics outputs can be used to improve a Virtual Agent’s performance.

Knowledge integration
Leverage knowledge management tools to build FAQ bots and LLM-powered bots.

Extensibility
Enhance and customize the platform and develop adaptors (channel, NLU, agent escalation, etc.) in addition to what is available out of the box.

Accelerators for channels & NLPs
CAIP is purpose built with accelerators to support the development of new channels and AI technologies like Natural Language Processing (NLP) not already supported out of the box.

Adaptors for agent escalation
Leverage multi-channel escalation to human agent (chat, voice) in case of incomprehension by the Virtual Agent or customer request.

Pre-built conversational experiences
An ever-evolving library of use cases created by designers and subject matter experts are ready to be rolled out for a range of industries.

Case studies

Revenue

Improving taxpayer experience: Revenue’s voicebot

Delivering intelligent voicebot experiences to resolve complex taxpayer needs.

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Public Service

Reimagine experiences for better outcomes

Implementing an AI-powered virtual assistant to help Texans with unemployment insurance claims.

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Our leaders

Shay Alon

Global Managing Director, Accenture Products and Platforms
LinkedIn

Darleen Svatek

Go to Market Lead, Customer Engagement, Accenture Products and Platforms
LinkedIn

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