Accenture creates a Knowledge Assist solution using generative AI services on AWS
Employees spend countless hours hunting for information, causing frustration and reduced productivity; when answers cannot be found, escalations or uninformed decisions create organizational risk. Customers find enterprise knowledge bases cumbersome and a poor experience risks defection. Unstructured content makes traditional keyword search time-consuming and ineffective.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · User submits query via web
The user submits the request to the conversational front-end application hosted in an Amazon S3 bucket through Amazon Route 53 and Amazon CloudFront.
The Knowledge Assist solution reduces training time for new hires by over 50% and cuts escalations by up to 40%, with dramatic improvements in employee knowledge retention and productivity, and reduced need for call center agent interaction as citizens self-serve.
What failed first
The existing FAQ bot had a limited scope of questions it could answer, and traditional question-answering platforms had identified gaps that required generative AI to bridge.