AI-powered, Self-service Chatbot for Increased Auditor Engagement

The client is a leading accounting firm in the US.

Challenge

The client needed an efficient way for its auditors to contribute to and access audit knowledge and content on strategic global audit initiatives at a global level. The client needed to solve the business problem of auditor engagement and solve for auditor queries in an efficient, time-sensitive and scalable manner.

Solution

The client needed to provide their auditors with self-service channels for access to business content, materials and audit knowledge that would also support global audit initiatives across the organization. Our team collaborated with the client to create a self-service support system for their auditors. We developed a self-service AI-powered speech chatbot that would engage with the users and guide them on critical initiatives. The AI-powered, self-service chatbot had the following benefits:

• New, modern user experience for our client’s auditors/ end users.
• Automated content authoring for business, allowing business self-service capability for business content update 
• Leverage the API-sharing economy to focus on applied AI to leverage new channels
• Enhanced operational efficiencies through self-service
• Utilize a new, digital interaction channel of the future, positively impacting user engagement

Impact

Our client was able to provide its auditors with a state-of-the-art new digital solution with a modern user-experience and a positive impact in the engagement of its auditors. The chatbot created scalability of audit knowledge and business efficiencies. This was a first step to helpmove the firm into a digital future with an evolutionary technology architecture. This recognizable, powerful quick-win solution could be extended to other strategic initiatives across more use cases beyond flexibility through self-service content authoring.