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    AI-Powered Self-Service with Multimodal Capabilities

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    Sold by: Deloitte Consulting LLP 
    Deflect customer inquiries from the contact center with Agentic and GenAI-enabled self service capabilities across channels. Deloitte has built a conversational self-service framework, complete with representative use cases, using its leading Agentic and Conversational Design Methodologies to achieve rapid time to value for contact centers.

    Overview

    Our accelerator framework includes:

    • Agentic and GenAI-enhanced concierge service to drive expedited task completed and personalized conversational self-service

    • Centralized intelligence and orchestration of conversations across channels (e.g., chat, SMS, email, IVR)

    • Cross channel experiences led by our innovative digitally-assisted IVR (i.e., smartphone screen support for phone calls)

    • Traditional conversational self-service with deterministic conversational AI and DTMF capabilities for strict business rule adherence

    • Industry-specific use cases for common call types, showcasing framework capabilities

    • Enhanced security verification through Amazon Rekognition (i.e., facial detection)

    • Integrations with leading industry data platforms (e.g., Epic for Healthcare, Guidewire for P&C Insurance)

    This offering utilizes Amazon Connect (the contact center), Amazon Bedrock, Amazon Lex, Amazon EKS, Amazon Lambda, and many other supporting services.

    Highlights

    • Deliver intelligent, flexible conversations with customers through self-service AI to streamline contact center costs

    Details

    Sold by
    Deloitte Consulting LLP 
    Categories
    Assessments 
    Implementation 
    Managed Services 
    Delivery method
    Deployed on AWS

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