Customer Case Study: Accenture and Semantic Kernel

Sophia Lagerkrans-Pandey

Below we’ve provided a brief overview of the Customer Story of Accenture. Check out the entire Accenture Customer Story featured here: Accenture evolves its data analytics with Microsoft Fabric to calibrate the new “experience office”

Accenture created DEX, an AI-enhanced experience measurement framework. Leveraging Microsoft Fabric, DEX transforms data collection and analysis with AI, prioritizing user experience and productivity and allowing you to fine-tune your digital strategies to align with your workforce’s needs and expectations. It’s a shift towards a user-focused model that simplifies complexity and paves the way for better customer outcomes. Built and tested within Accenture itself, DEX is set to transform workplace dynamics in organizations worldwide.

Quantifying success through better enterprise data analysis

As one of the world’s largest professional services companies, Accenture is a leader in the current and evolving states of workplaces across the globe. Accenture has been working to help clients measure the efficiencies of remote, in-person, and hybrid work approaches. Accenture is at the forefront of helping companies measure what’s working, what isn’t, and the ways in which employees are navigating the numerous styles of workplaces, processes, and collaboration tools.

The challenge is not the ability to accumulate data towards this goal, but rather in managing and mining insights from that data.

Reinventing workplaces by democratizing data and insights

Accenture turned to longtime partner Microsoft to help realize the first generation of its new Digital Experience Measurement (DEX) Platform; a standardized system that quantifies six dimensions of an employee’s experience within a company: usability, user adoption, sentiment, support, performance, and accessibility.

DEX uses Microsoft Fabric and Microsoft Semantic Kernel with an open-source library. Microservices move data and responses using Microsoft Azure OpenAI to create an AI Large Language Model (LLM) on the back end.

Fabric integrates an extensive array of datasets, pulling from diverse sources such as custom applications, data warehouses, and other disparate repositories, and consolidating them into a single, unified repository within Fabric’s OneLake.

Unlocking information from data had previously been a complex exercise – structuring data, then building custom tools to accomplish a defined set of anticipated needs. Mining the data required custom-built tools to parse and deliver a limited data set. This created a number of isolated data silos that continued to grow over time.

DEX isn’t just about bringing data together; it’s about creating a unified, secure, integrated experience from end to end. Whether it’s visualization, developer interaction, or data analysis, Fabric simplifies the complexities for Accenture.

“Creating a seamless, connected digital experience that helps our people navigate across the expert knowledge at Accenture we believe will, in turn, have a positive correlation on customer satisfaction,” says Christensen.

“That’s where DEX is ultimately headed: getting the tools in the hands of the end users themselves,” says Tybor. “Our IT department can of take a step back and focus on enabling our business goals while ensuring we have a more secure and governed data estate—ultimately enabling the businesses’ strategic goals,” he added.


Please reach out if you have any questions or feedback through our Semantic Kernel GitHub Discussion Channel. We look forward to hearing from you! We would also love your support, if you’ve enjoyed using Semantic Kernel, give us a star on GitHub.


Leave a comment

Feedback usabilla icon