The Accenture Virtual Assistant Platform combines technology and expertise to advance your Human Services agency’s intelligent automation journey.
Accenture Virtual Assistant Platform
The Accenture Virtual Assistant Platform combines intelligent automation with the power of artificial intelligence—grounding it in deep understanding of the needs and challenges of your caseworkers and beneficiaries.
Increase availability and capacity
Support your workers and beneficiaries 24/7/365. Free caseworkers to focus on higher-value, people-focused activities.
Drive speed and accuracy
Enable reliable data entry with intuitive interfaces and consistent automated workflows. Eliminate application backlogs and accelerate turnaround.
Enhance customer and caseworker experience
Available via computer, mobile/tablet, phone and SMS text, virtual assistants make it convenient and natural for all users to interact with them.
The Accenture Virtual Assistant Platform brings together artificial intelligence, robotic process automation, secure cloud hosting, voice and SMS integration and image content analysis. Here’s how that can take shape in the real world.
Worker virtual assistant
Performs automated actions and prompts caseworker for information.
Help desk virtual assistant
Provides guidance and oversight to caseworkers navigating complex systems. Answers system how-to questions. Searches for and logs help desk tickets.
Self-service virtual assistant
Guides customers using the self-service portal. Completes information updates. Automatically processes tasks in the case management system.
Call center virtual assistant
Serves customers and integrates with the worker portal to process case updates, such as changes in address.
SMS messaging virtual assistant
Guides customers in inquiring about applications/renewals. Completes information updates. Processes tasks in the case management system.
Citizens would like government to deliver more artificial intelligence-enabled services, but they aren’t confident it can be done ethically. That’s a trust issue, which CIOs can help solve by requiring AI fairness.