Cognizant Autonomous Customer Engagement uses an AI-first, human-assisted model where virtual agents manage routine interactions with accuracy and natural, dynamic conversations aligned with client goals.
Cognizant, in partnership with Google Cloud, has launched Cognizant Autonomous Customer Engagement, a new AI-led autonomous contact centre solution, built to deliver personalised CXs across every stage of the order journey, across industries.
This solution fuses Cognizant’s deep expertise in industry-specific processes and contact centre operations with the advanced intelligence of Google Cloud’s Customer Engagement Suite to deliver interactions that are customised, intuitive and responsive.
The solution utilises advanced AI agents1 to anticipate customer demands as well as address requests in real-time across both voice and digital channels.
By employing Google Cloud Voice AI’s natural language processing and machine learning, Cognizant Autonomous Customer Engagement is built to accurately understand and respond to user requests in order to provide quicker resolutions, shorter wait times, and reduced operational costs.
“Consumers are increasingly looking for seamless and positive experiences, and Cognizant’s Autonomous Customer Engagement solution focuses on delivering personalised guest interactions at scale,” said Sandeep Bhasin, Global Head, Health Sciences, Consumer Goods and Retail, Intuitive Operations and Automation, Cognizant.
“Through this innovative partnership with Google Cloud, Cognizant aims to significantly enhance CX through a dynamic combination of AI and human agents, backed by Cognizant’s deep business process expertise.”
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Unlike traditional automation solutions, Cognizant Autonomous Customer Engagement takes an AI-first with human-assist approach, where virtual agents handle most customer interactions autonomously, managing routine interactions with accuracy, and engaging customers with natural, dynamic conversations, in line with parameters and objectives defined by the client.
In scenarios requiring nuanced decision-making or emotional intelligence, human agents would be able to intervene and solve customer challenges with seamless continuity. Moreover, analytics and dynamic learning are intended to facilitate cross-selling by enabling agents to anticipate and address customer needs proactively.
“Enterprises can utilise agentic AI to fundamentally improve customer support, enhancing speed and personalisation while improving operational efficiency,” said Victor Morales, VP of Global System Integrators Partnerships, Google Cloud.
“Our partnership with Cognizant will help deliver a new generation of support experiences that provide the high-quality, personalised outcomes that customers expect.”
David Rickard, Partner at Everest Group, said, “Generative AI, paired with real-time analytics, is unlocking a new era of customer operations. For businesses, this means lower costs through automation and smarter resource allocation. For customers, it translates into faster, more personalised, and more natural interactions.”
“Solutions like Cognizant’s Autonomous Customer Engagement are designed to intelligently incorporate AI to enhance the human touch to deliver experiences that are effective, efficient and empathetic.”
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