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Our member Cognigy introduces itself: A German startup with a partner from Japan

How Conversational AI is becoming the core component of customer service and service management interaction

Di 27.08.2019, 13:51 Uhr

It’s the best investment you’ll make this year – and over the next five years – to increase efficiency, improve your KPIs and drive innovation in customer experience. Conversational AI is a game changer.

What is Conversational AI?

Conversational AI is the generic term for virtual assistants, voice assistants and chatbots – interfaces, which are automating communication for personalized customer and employee experiences at scale.

Well-known research and advisory companies predict that by 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis. And there are two major reasons. Firstly, customer and employee behavior turns more and more self-service oriented while service support touch points shift from traditional channels such as phone to messaging. Secondly, companies are searching for an efficient solution to save costs.

That’s the reason why leading enterprises globally discover automatic customer and employee service by using Conversational AI to lead significant cost savings, increase employee and customer satisfaction level through immediacy and relevance and finally upsell revenue. To point out, Conversational AI creates a fast & frictionless self-service experience on existing conversational channels.

Increasing demand for self-service options

Already today, customers and employees communicate through static interactions on diverse conversational communication channels, where users review FAQs or read through documentations.

In order to increase self-service completion rate, users need to access to information they need through a conversational interface. An Interface, which is able to automate consolidated workflows and processes by end-to-end transactions, so called conversational automation processes.

To make use of the most intuitive and most simple interface, Conversational AIs allow an intelligent and automated dialogue, either spoken or written - across all customer touchpoints. We need to stop forcing users to think in static processes. We need to thrive for a translation from static data knowledge hubs and service management platforms to the utilization of both by human-like behavior. To point out, the embedding of conversational process automation through the use of cognitive bots as a vital level of interactions to concatenate intelligent automated processes and service management tools – fast & frictionless.

Example:

[HUMAN] --> "My laptop doesn't work."

[OLD]: "Fill in this form on this portal and an agent will contact you within the next 48 hours. Have a nice day."  

[CONVERSATIONAL PROCESS AUTOMATION - COGNIGY.AI]: "Wow, you are the 12th person reporting the same problem today, have you tried this driver update?"

About Cognigy

Self-service as well as conversations are a crucial part of human behavior. A user has a problem, asks for a solution and wants to get an immediate answer. Let’s give this simple logic a voice and turn it intelligent. Cognigy is the global leader in the Conversational AI marketplace and offers with Cognigy.AI as a Low Code Conversational Automation Platform the integral connector to consolidate both end-to-end transactions and Conversational User Interfaces for both parties, technological executors/ developers and final end users. Organizations are enabled to standardize on Cognigy.AI to accelerate their adoption of omnichannel conversational interfaces (bots, assistants and skills) and integrate with existing systems of record, all with enterprise governance (security, administration and compliance).

Cognigy.AI supports any Conversational Self-Service Automation application and can easily be integrated in Customer Service/ Support, IT-Helpdesk, Operations, Commerce, HR and Finance & Accounting to finally create an outstanding user experience 24/7. It will increase user satisfaction by at least 33% - whilst saving costs and reducing time and workload by at least 70%. Use cases are amongst others update account information/ customer data, create a service-/ help-request, book meetings.

Founded in 2016 in Duesseldorf it is acting as an industry leading player in the field of conversational AI technology. In 2018, Cognigy was recognized as a Cool Vendor in “GARTNER’S COOL VENDORS IN AI FOR CONVERSATIONAL PLATFORMS” report. Its client portfolio includes Henkel, Dr. Oetker, Salzburg AG and Daimler.

In Japan, Cognigy works mainly through the partner Tecnos Data Science Engineering (TDSE), one of the leading Japanese firms in data analytics and AI. Working with TDSE, Cognigy has successfully engaged leading large enterprises in the Japanese and South East Asian markets.

 

For more information visit: www.cognigy.com

Martina Yazgan (Cognigy) as a speaker at the DJW Symposium 2018. Martina Yazgan (Cognigy) as a speaker at the DJW Symposium 2018.
User interface of Cognigy.AI: Graphical Conversation Editor. User interface of Cognigy.AI: Graphical Conversation Editor.
Cognigy founders Philipp Heltewig and Sascha Poggemann. Cognigy founders Philipp Heltewig and Sascha Poggemann.
Martina Yazgan
Head of Marketing
Cognigy GmbH
m.yazgan@cognigy.com
https://cognigy.com/
Martina Yazgan
Head of Marketing
Cognigy GmbH
m.yazgan@cognigy.com
https://cognigy.com/

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