AI is enabling call centers across the world to improve the customer experience while lowering the costs of operations. They key is choosing the right solution and the right integration partner to build a solution that helps rather than hinders the customer experience.
Enterprise conversational AI company Cognigy recently announced that it entered into a strategic reseller partnership with Black Box, a global solutions integrator. By combining Cognigy's enterprise-class conversational AI-based technology with Black Box's comprehensive customer experience (CX) solution practice, including a global network of CX professionals, the companies say they plan to deliver a complete AI-based solutions set for creating and delivering exceptional customer experiences from initial engagement through resolution.
The Cognigy.AI Enterprise Conversational AI platform enables next-generation customer service with a suite of solutions, including Conversational IVR, Smart Self-Service and Agent Assist.
The expected benefits to customers of the partnership include increased automation and efficiency, as well as improved customer satisfaction and loyalty. By automating routine customer interactions with AI-based virtual assistants, businesses can free up contact center and customer service agents to focus on more complex issues and provide more personalized support. Meanwhile, customers benefit from faster, more convenient and personalized service that is available 24 hours per day, seven days a week across all channels including voice, email, chat and social media.
“At Cognigy, we believe that Conversational AI-based solutions are a critical component of all current and future customer engagement strategies. By partnering with Black Box, we are leveraging their global CX practice and our industry-leading CAI technology to bring powerful, end-to-end AI solutions to the contact center today,” said Hardy Myers, Cognigy’s SVP of Business Development and Strategy, in a statement. “Our combined expertise and AI-based technology portfolio will enable businesses to build stronger customer relationships and drive better business outcomes while rapidly transforming their customer service delivery model across all channels."
Edited by
Greg Tavarez
