Accenture

Accenture Brazil transforms service desk operations using Amazon Connect Customer with sentiment analysis and multilingual bots

Accenture · Contact center modernization · AWS

Accenture Brazil modernized its service desk for more than 17,000 employees across Latin America by moving from an inflexible, costly on-premises call center to a cloud-based contact center built on AWS. The new environment supports 24/7 service desk operations, multilingual support, self-service automation, and sentiment-based performance insights for operators.

Accenture rolls out Microsoft 365 Copilot and builds AI-powered sales agent

Accenture · Productivity platform · Microsoft

Accenture is rolling out Microsoft 365 Copilot across its workforce at enterprise scale and using governed adoption practices to support safe use. Avanade built an AI-powered sales intelligence agent called D3 that aggregates proprietary internal data, industry context, and external sources to help sellers research customers and engage more effectively. The rollout emphasizes change management, data governance, access controls, and deep integration into Microsoft 365 workflows.

AgenticProduction

Enterprise Agentic Architecture Accelerates Productivity and Decision-Making

BMW · Workflow automation · Microsoft

Accenture has developed a sophisticated agentic architecture leveraging Microsoft Azure, Azure OpenAI, and Generative AI to automate complex business workflows for enterprise clients across industries such as automotive, manufacturing, and marketing. The architecture mimics a beehive, tasking different types of AI agents (utility, super, and orchestrator) with autonomous coordination for task execution, strategic oversight, and workflow orchestration. The platform enables logic-driven autonomous task execution, agent-to-agent communication, scalable workflow automation, and adaptive problem solving. Client implementations, such as with BMW, showcase dramatic productivity improvements, cost savings in marketing, and accelerated market speed using multi-agent, generative-AI based solutions integrated directly with enterprise data and applications. The system supports integration of LLMs, multimodal inputs, and advanced governance for responsible AI deployment.

Multi-agentScaled Production

Accenture AWS Business Group (AABG) builds GenAI suite for contact centers using Amazon Q in Connect and Contact Lens

Accenture · Customer service automation · AWS

Accenture AWS Business Group (AABG) developed the Connected Customer Experience (CCE) offering to reimagine contact center operations on AWS. The GenAI suite supports super agents, dynamic supervisors, and empowered customers across the customer journey. It uses Amazon Q in Connect for real-time suggestions and next-best actions, Amazon Connect Contact Lens for conversation summaries and theme detection, and Amazon Q Business and Amazon Q in QuickSight for insights. The suite also includes knowledge-assist chatbot capabilities, knowledge base curation, and contextual escalation support.

Accenture deploys industry-specific AI agents to accelerate business transformation

Accenture · Customer personalization · Microsoft

Accenture has launched its AI Refinery for Industry, offering a suite of 12 industry-specific AI agent solutions designed to help organizations quickly deploy multi-agent networks for enhanced workforce capability and business value. The platform leverages the Microsoft Cloud AI ecosystem and NVIDIA AI Enterprise, enabling rapid customization with organizational data. Use cases highlighted include revenue growth management for consumer goods, clinical trial support in life sciences, and autonomous troubleshooting in industrial operations. Accenture touts deployment time reductions from months or weeks to days, facilitating quick proof-of-value and faster innovation cycles for clients across multiple industries. The AI agents integrate business workflows and are poised to expand to over 100 solutions by year-end, addressing challenges from marketing analytics to asset management. The initiative builds on Accenture's extensive experience with generative AI, supporting over 2,000 projects and hundreds of marketing professionals using agentic AI for campaign personalization and improved analytics. The solutions, available across all public and private clouds, promise seamless integration to accelerate AI adoption across organizations.

Multi-agent