Cognizant, in collaboration with Google Cloud, has officially introduced its new AI-driven autonomous contact center solution: Cognizant® Autonomous Customer Engagement.
This cutting-edge platform is designed to offer highly personalized customer experiences throughout the entire customer journey, utilizing the strength of AI while smoothly incorporating human assistance.
The new solution merges Cognizant’s vast knowledge of industry-specific processes and contact center operations with the sophisticated features of Google Cloud’s Customer Engagement Suite.
The aim is to facilitate interactions that are not just tailored and intuitive but also exceptionally responsive.
Cognizant® Autonomous Customer Engagement are advanced AI agents designed to anticipate customer needs and address queries in real-time across both voice and digital channels. By utilizing Google Cloud Voice AI’s natural language processing and machine learning, the system can accurately understand and respond to user requests, promising quicker resolutions, shorter wait times, and a significant reduction in operational costs.
“Consumers are increasingly looking for seamless and positive experiences, and Cognizant’s Autonomous Customer Engagement solution focuses on delivering personalized guest interactions at scale,” stated Sandeep Bhasin, global head, health sciences, consumer goods and retail, Intuitive Operations and Automation, Cognizant. He further emphasized the collaborative aspect, saying, “Through this innovative partnership with Google Cloud, Cognizant aims to significantly enhance customer experience through a dynamic combination of AI and human agents, backed by Cognizant’s deep business process expertise.”
Unlike traditional automation approaches, Cognizant’s new solution adopts an “AI-first with human assist” model. This means virtual agents will autonomously handle the majority of customer interactions, managing routine queries with accuracy and engaging customers in natural, dynamic conversations. For more complex scenarios requiring human decision-making or emotional intelligence, human agents are readily available to intervene and resolve challenges.
The benefits of such an AI-driven approach are already becoming evident. An early adopter in the food services industry has reported significant progress, seeing “frictionless customer experience, alongside reductions in call abandonment, operational costs and increased first-contact resolution rates.”
This demonstrates the platform’s ability to scale AI-driven conversations effectively while ensuring human intervention remains targeted and strategic, thereby setting a new standard for contact center efficiency.
Victor Morales, VP of Global System Integrators Partnerships, Google Cloud, highlighted the broader impact of this collaboration. “Enterprises can utilize agentic AI to fundamentally improve customer support, enhancing speed and personalization while improving operational efficiency,” he said. “Our partnership with Cognizant will help deliver a new generation of support experiences that provide the high-quality, personalized outcomes that customers expect.”
Key features of Cognizant® Autonomous Customer Engagement include comprehensive omnichannel support, integrating voice, chat, and messaging into a single AI-powered platform. The system also boasts continuous learning capabilities, ensuring that its AI models evolve and improve with each interaction, leading to enhanced accuracy and contextual understanding over time.
Furthermore, it offers integrated transaction management with existing systems and predictive analytics to anticipate customer needs and optimize revenue generation.
This strategic partnership between Cognizant and Google Cloud marks a significant step forward in the evolution of customer service, promising a future where AI and human collaboration deliver unparalleled efficiency and personalized experiences for consumers worldwide.
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