ACCENTURE CONNECTED RESOLUTION ENGINE

The Connected Resolution Engine improves the end-to-end customer experience throughout the service journey. It is built on the Salesforce platform and translates IoT sensor readings into meaningful and actionable resolution steps. It prioritizes the things that matter to customers while suppressing the ones that don’t. The Connected Resolution Engine leverages data from connected devices, such as a vehicle, to speed the diagnosis of equipment failures and repairs, improving the customer experience. By communicating with sensors on a vehicle, for example, the solution monitors for fault codes, determines the likely cause of a problem and engages directly with the machine operator via Einstein Chatbot to determine what was happening at the time of failure to pinpoint the issue. A workorder is automatically generated and a technician with the right skills and the right part is identified and dispatched at the right time.