Data Bridge Market Research analyzed that the call center AI market was valued at $2,294.22 million in 2022 and is expected to reach the value of $7,553.36 million by 2030. This growth is motivated by the need to provide customers with seamless and convenient interactions.
Think about it.
AI-powered chatbots and virtual assistants offer customers immediate assistance, answer frequently asked questions and resolve common issues efficiently. AI-driven automation reduces the workload on human agents, allowing them to focus on more complex and emotionally charged customer queries. AI also allows organizations to make data-driven decisions by analyzing vast amounts of customer interaction data.
But generative AI and LLMs can be daunting, leaving customer service teams with an inability to make use of the latest technology. An innovator in conversational AI, Cognigy is on a mission to make AI easy and accessible.
To do that, Cognigy launched Cognigy Knowledge AI. Cognigy Knowledge AI is poised to transform customer service and agent support by fusing LLMs and advanced vector search technology. The solution offers a range of features designed to enhance customer interactions and streamline operations.
One of its key capabilities is the automation of Q&A query resolution, allowing customers to quickly find the information they seek. This is achieved through advanced vector search technology and LLMs, which extract and summarize accurate answers from various knowledge sources.
Cognigy Knowledge AI also excels in delivering hyper-personalized interactions by integrating with CRM systems. This enables AI agents to tailor information to each customer's unique journey, thereby fostering customer satisfaction and loyalty.
The platform is transaction-ready. This means that customers can complete their goals in a single interaction. Deep backend integrations ensure that Cognigy Knowledge AI can handle and resolve transactional queries from start to finish.
In addition, the system offers an "Agents’ Knowledge Shortcut" feature that assists customer service representatives, regardless of their experience level, in providing accurate and timely assistance by surfacing relevant and concise information from internal documents.
Cognigy Knowledge AI also contributes to elevating enterprise efficiency by eliminating the need for manual creation and maintenance of FAQ sets. It simplifies this process by allowing users to upload existing documents, such as PDF files, or connect to enterprise knowledge sources, thus saving costs and streamlining operations.
“We continue to enhance our offerings with the latest AI innovations – with the intentions of making technology easy to use and empowering businesses to provide unparalleled service experiences,” said Philipp Heltewig, CEO and co-founder of Cognigy. "Cognigy Knowledge AI is enterprise-class, safe and secure generative AI-powered knowledge search and retrieval.”
The new solution is the latest development in the company’s ongoing charter to empower enterprises with effortless and hyper-personalized customer service.
Edited by
Alex Passett
