Solutions.AI for Customer Engagement

Use AI to enhance customer service and redefine experience

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.

Solutions.AI for Customer Engagement Explained

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"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

Our AI-powered solution accelerates the design, deployment and ongoing optimization of dynamic customer journeys, making it rewarding for customers and service reps alike.

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.

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Our solutions are pre-built for multiple industries, including: Communications and Media, Banking, Public Services, Insurance, Utilities and High Tech.
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Learn how we use AI to drive better customer service

The AI impact

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

Case studies

Delivering intelligent voicebot experiences to resolve complex taxpayer needs.

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

Using AI to anticipate customer needs and deliver better service.

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At a glance

Solutions.AI for Customer Engagement

Our capabilities

With our range of pre-built AI modules and ecosystem of technology partners, we're able to quickly scale hyper-personalized experiences to help clients anticipate and address their customers' needs.

Patented conversational AI platform

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

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.

Adaptive experience builder

Quickly create and manage hyper-relevant interactions by adjusting to real-time events and executing corresponding actions.

Cognitive operation algorithms

Analyze conversation performance through the service funnel to improve and enhance the overall experience.

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End-to-endless customer service

What we think

AI | Intelligent customer care at Vodafone

Accenture and Vodafone have used AI to get smarter about the way the communications company handles 15 million customer calls a year.

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How service insights fuel growth and innovation

Every day your organization collects a wealth of service-related data. Accenture explains how can you translate these insights into revenue growth.

The future of customer conversation

Discover how you can combine people and technology to enable conversations that deliver real business value.

Reinventing service with AI

Companies that embrace AI’s diverse customer service capabilities can reduce costs while improving experiences.

Transforming customer contact for the digital era

An AI-powered customer engagement strategy can reduce the trade-off between cost savings and excellent service.

Responsible AI: From principles to practice

To create trust in AI, organizations must move beyond defining Responsible AI principles and put those principles into practice.

Our ecosystem partners

We seamlessly integrate with a variety of ecosystem partners and platforms to enable greater flexibility and speed to results.

3 ways to make conversational AI work for your organization

In InformationWeek, Edwin Van der Ouderaa and Sharad Sachdev on conversational AI.

In pursuit of the contactless contact center

Taking calls out of the contact center needs to be a company-wide effort.

Customer service in a contactless world

How digital + physical is transforming customer experiences.

Our leaders

Join us

The next AI revolution will be built by people like you. Pursue your passion and change the future of business using all things AI, analytics and automation.


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.​
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