Cognizant and Google Cloud debut new way to support customers with release of Cognizant Autonomous Customer Engagement

Cognizant, in partnership with Google Cloud, is debuting Cognizant Autonomous Customer Engagement, a new AI-led autonomous contact center solution built to deliver hyper-personalized customer experiences across every stage of the order journey.

According to the vendors, this solution fuses Cognizant's deep expertise in industry-specific processes and contact center operations with the advanced intelligence of Google Cloud's Customer Engagement Suite, to deliver interactions that are customized, intuitive, and responsive.

The solution utilizes 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 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 personalized 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 customer experience through a dynamic combination of AI and human agents, backed by Cognizant's deep business process expertise."

Unlike traditional automation solutions, Cognizant Autonomous Customer Engagement takes an “AI-first with human assist” approach. This means 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 can intervene and solve customer challenges with seamless continuity. Furthermore, analytics and dynamic learning are intended to facilitate cross-selling by enabling agents to anticipate and address customer needs proactively, the vendors said.

"Enterprises can utilize agentic AI to fundamentally improve customer support, enhancing speed and personalization 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, personalized outcomes that customers expect." 

For more information about this news, visit www.cognizant.com.