With more than half of the US population vaccinated and office openings on the horizon, it’s starting to feel like we’re nearing the end of the pandemic. But 15 months ago, as people around the world quarantined in fear, several businesses stepped up to the plate, pivoted operations, and responded to COVID-19, determined to help.
In recognition of the businesses who met the moment, the Software & Information Industry Association (SIIA), did a little pivot of our own and created five new categories for the 36th annual CODiE Awards centered around companies’ response to COVID-19. With 37 finalists, we wanted to highlight some of the powerful stories behind the Best Customer Experience in Business Technology category, before winners are announced at our virtual celebrations later this month.
Accenture’s Conversational AI Platform (CAIP)
When the pandemic led to an unprecedented surge in new employment insurance claims and call center inquires, Accenture used its conversational AI platform (CAIP) to roll out virtual assistants to more than 90 customers. In a week, Accenture implemented a conversational, self-service virtual assistant to support a state’s surge of unemployment insurance questions. Accenture also created a virtual assistant for Bright Horizons, one of the leading child care providers in the US, to help offset the surge of calls from concerned parents to its call center.
As quickly as schools began shutting down in March 2020, MobyMax ramped up. On March 6, 2020, MobyMax became the first edtech provider to make its award winning educational software available for free to all schools closed by COVID-19. By November, more than 5,500 schools had taken advantage. MobyMax also offered free live training webinars to teachers and issued an “Emergency e-Learning Rescue” game plan for educators facing unexpected shutdowns.
LexisNexis Risk Solutions’ Desk Officer Reporting System (DORS)
A community online reporting system that allows law enforcement agencies to electronically collect minor incident and accident reports from community members, DORS became a pandemic necessity for officers trying to maintain social distance. DORS allowed officers to minimize face-to-face exposure while empowering community members to take part in the process from the safety of their own homes.These are just three of the 37 companies that went above and beyond to help our communities and businesses survive a global pandemic. As our nation slowly recovers, we’re expressing our gratitude by celebrating those that helped make it possible. I hope you’ll join us in the virtual celebration on June 22nd and 23rd where winners will be announced.