Cognizant, in partnership with Google Cloud, has launched Autonomous Customer Engagement, a new AI-led autonomous contact centre solution, to deliver hyper-personalised customer experiences across industries. The solution fuses Cognizant’s expertise in industry-specific processes and contact centre operations with the intelligence from Google Cloud’s Customer Engagement Suite.
The solution utilises advanced AI agents to anticipate customer demands and address requests in real-time across both voice and digital channels. By employing Google Cloud Voice AI’s natural language processing and machine learning, the solution will understand and respond to user requests for 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.
Cognizant’s solution takes an AI-first with human assist approach, where virtual agents handle most customer interactions autonomously, managing routine interactions and engaging customers with natural, dynamic conversations, in line with parameters and objectives defined by the client.
In scenarios requiring decision-making or emotional intelligence, human agents would be able to intervene and solve customer challenges. Analytics and dynamic learning are intended to facilitate cross-selling by enabling agents to anticipate and address customer needs.
“Enterprises can utilise agentic AI to fundamentally improve customer support, enhancing speed and personalisation while improving operational efficiency,” said Victor Morales, vice president of Global System Integrators Partnerships, Google Cloud.