Cognizant Partners With Google Cloud To Deliver AI-Powered Customer Service

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. 

According to Cognizant, Autonomous Customer Engagement offers organisations a variety of features, including: 

• Omnichannel support, integrating voice, chat and messaging into a single AI-powered platform. 

• Continuous learning to help AI models evolve, potentially improving accuracy and contextual understanding of the customer over time. 

• Enterprise-grade scalability to support organisations of all sizes. 

• Data privacy and security infrastructure, built on Google Cloud, with end-to-end encryption, robust threat detection and global regulatory standard compliance. 

• Integrated transaction management with existing systems of record and customisation capabilities. 

• Predictive and prescriptive analytics to anticipate needs and maximise revenue generation. 

• Cloud-based telephony platform, enabling global customer support delivery.

• Future iterations could integrate with Google Cloud’s AgentSpace to capitalise on its ecosystem of custom AI agents and connectors.