How is AI used in customer service?

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.

What is a customer data platform?

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.

What are the benefits of using AI for customer service?

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.

How will AI impact customer service jobs?

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.

Solutions.AI for Customer Engagement

Reimagine service so every customer feels like the only customer

"By teaming with Accenture and using leading-edge artificial intelligence to assist customers, we have been able to provide them with a fast and easy way to meet their needs."

— NANCY CLARK, Senior Vice President of Customer Service – Verizon

What we deliver

Intelligent customer care

Deliver proactive messaging, self-service support and agent-assisted conversations to enhance customer service experiences and drive efficiencies.

Energized sales growth

Arm agents with tailored responses and product recommendations to improve customer retention, drive incremental sales and accelerate revenue growth.

Dynamic industry journeys

Uncover and optimize new industry-specific journeys and engagement opportunities to reduce cost and increase customer satisfaction.

Our solutions are pre-built for multiple industries, including: Communications and Media, Banking, Public Services, Insurance, Utilities and High Tech.

ADVANCED CUSTOMER ENGAGEMENT, POWERED BY SOLUTIONS.AI

Learn how we use AI to drive better customer service

The AI impact

up to 3x increase in customer satisfaction score (CSAT)

5-15%

increase in customer lifetime value (CLTV)

10-40%

reduction in overall operating expenses (OPEX)

2-15%

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

Case studies

Our capabilities

Patented conversational AI platform

Rapidly design and execute automated conversations, compatible with any existing technology partner. Read more.

Intent discovery and analytics

Apply a data-driven approach to identify and prioritize customer intents for automation.

Industry journey cartridges

Accelerate time-to-deployment with 200+ pre-built virtual agent conversation flows across several industries.

Reference architectures

Provide pre-defined architectures for leading cloud providers to quickly assess capability requirements before implementation.

Customer and journey analytics

Responsibly establish a strong foundation of customer and journey data to generate insights around specific business inefficiencies that unlock value.