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.
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
AI DRIVEN FRAMEWORK
EXTENSIBLE ADAPTORS & ACCELERATORS
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.
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.
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) notalready 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.