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Overview

Cognigy is an AI platform designed to power customer service experiences with generative and conversational AI. The tool enables businesses to create pre-trained AI agents that are capable of transforming contact center experiences and surpassing customer expectations.

The AI team at Cognigy has provided solutions for numerous industries including retail, finance, healthcare, insurance, and telecommunications. It also integrates seamlessly with various contact center platforms like Amazon Connect, Avaya, Genesys, and 8x8 for efficient business operations.

In terms of platform capabilities, Cognigy provides an array of services like Virtual Agents a low-code customer service automation engine, Voice Gateway that offers voice connectivity to any contact center, Knowledge AI for semantic search and knowledge management, Multimodal CX for creating cross-channel customer journeys with xApps, and Agent Copilot a next-generation agent assist for enterprise contact centers.

It also includes a reporting and analytics suite for a comprehensive view of your data and performance metrics. Cognigy makes continual updates to improve the platform's capabilities and offers support through their Help Center, alongside educational resources at their Academy for a better understanding of the platform and its benefits.

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This is a great tool! I have a question. The first time I created an Interactive Lesson, the published result had a transcript of the podcast which interacted simultaneously with the mindmap. After navigating out of that window, I can't access this again. Is there a way to access it? Currently it only shows an outline, the podcast and mindmap with no transcript or mindmap interactivity.

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Pros and Cons

Pros

Generates customer service experiences

Transforms contact center experiences

Serves various industries

Seamless integration with multiple platforms

Virtual Agents for automation

Voice Gateway for connectivity

Multimodal CX for cross-channel journeys

Agent Copilot for agent assistance

Reporting and analytics suite

Continual platform updates

Help Center and Academy resources

Integration with Amazon Connect, Avaya, Genesys, 8x8

Low-code customer service automation

Cross-channel customer journeys with xApps

Enterprise contact center support

Semantically searches and manages knowledge

Transforms contact center use cases

Solutions for specific contact center platforms

Seamlessly integrates with any contact center

Low-code automation engine

Next-generation agent assist feature

Omnichannel reporting and analytics

Advanced training and documentation

Practical demonstrations and insights

Access to a global ecosystem of partners

Real-time customer success stories

Ongoing new features and releases

On-demand certification courses

Expert technical support

Compliance with regulations and laws

Analyst-recognized platform

Frequent product webinars and guides

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Cons

No free trial

Limited integrations

Requires coding knowledge

Complicated platform for beginners

Limited customer support

High cost

Limited languages supported

Accessibly issues

View 3 more cons

Q&A

What is Cognigy and how can it enhance my customer service experience?

Cognigy is an AI platform known for its generative and conversational AI designed to enhance customer service experiences. It has the capability to power customer service experiences by enabling businesses to create pre-trained AI agents that can outperform existing contact center experiences. In essence, Cognigy improves customer service by ensuring effective and efficient interaction with customers.

Can Cognigy be customized to create pre-trained AI agents for my business?

Yes, Cognigy allows for the customization of its AI platform to create pre-trained AI agents. These AI agents are fully capable of transforming how businesses handle their contact center experiences. The aim is to exceed customer expectations by delivering superior customer service responses.

What industries has Cognigy provided solutions for?

Cognigy has provided AI solutions for a diverse range of industries. These industries include retail, finance, healthcare, insurance, and telecommunications. Cognigy's AI is flexible and adaptable, making it suitable for various industry applications.

How well does Cognigy integrate with leading contact center platforms like Amazon Connect, Avaya, Genesys, and 8x8?

Cognigy integrates well with leading contact center platforms. This includes Amazon Connect, Avaya, Genesys, and 8x8. The smooth integration means that businesses can operate more efficiently, enhancing the overall customer service experience.

What specific services does Cognigy provide to its platform users?

Cognigy provides an array of services to platform users. These include Virtual Agents, a low-code customer service automation engine, Voice Gateway offering voice connectivity to any contact center, and Knowledge AI for semantic search and knowledge management. Other services include Multimodal CX for creating cross-channel customer journeys, and Agent Copilot, a next-generation agent assist for enterprise contact centers. Additionally, a reporting and analytics suite is included for comprehensive data and performance metrics viewing.

How does Virtual Agents feature in Cognigy work?

Virtual Agents in Cognigy is a low-code customer service automation engine. It allows businesses to automate common customer service inquiries, freeing up human agents for more complex tasks. The Virtual Agents feature enables customer self-service and provides instant responses, making the customer experience more efficient and satisfactory.

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What is the functionality of Voice Gateway in Cognigy?

Cognigy's Voice Gateway is a turnkey solution offering voice connectivity to any contact center. It allows businesses to connect their AI solutions to voice-enabled devices and services, such as smart speakers. This expands the reach of customer service operations and provides a more diverse range of customer touchpoints.

How can my business benefit from the Knowledge AI feature in Cognigy?

The Knowledge AI feature in Cognigy acts as an AI-based semantic search and knowledge management tool. Using this tool, businesses can effectively manage their knowledge bases and allow for easy retrieval of information. This helps by providing customers with quick, accurate information and helps businesses to manage their documentation effectively and efficiently.

Can you explain the Multimodal CX and what it does in Cognigy?

Multimodal CX in Cognigy allows for the creation of cross-channel customer journeys. Businesses can create customer experiences that span various channels - from social media to websites to contact centers, and more. The aim is to offer a continuous and seamless customer experience, regardless of the channel customers choose to interact through.

What is Agent Copilot in Cognigy and how does it assist enterprise contact centers?

Agent Copilot in Cognigy acts as a next-generation agent assist for enterprise contact centers. It provides real-time assistance to human agents, offering suggestions and advice during customer interactions. This support empowers agents to deliver faster, more accurate responses, resulting in more satisfying customer interactions.

Does Cognigy offer any analytics and reporting tools?

Yes, Cognigy includes a reporting and analytics suite that provides a comprehensive look at a business's data and performance metrics. Businesses can use these tools to gain insights into customer interaction patterns, agent performance, and other relevant metrics to drive informed decision-making and strategic planning.

How often does Cognigy update its platform?

Cognigy continually updates its platform to improve its capabilities, ensuring that the platform maintains its cutting-edge status. This constant innovation guarantees users access to the latest advancements in AI technology within the customer service domain.

What resources does Cognigy provide for users wanting a better understanding of the platform?

Cognigy provides a variety of resources for users wanting to better understand the platform. This includes support through their Help Center, as well as educational resources at their Academy. These resources offer guidance on making the most of Cognigy's features and understanding how the platform can be utilized to its full potential.

How does Cognigy create customer engagement with generative and conversational AI?

Cognigy creates customer engagement with generative and conversational AI by powering customer service agents. These AI-powered agents are capable of understand and responding to customers in a real-time dialog, providing instant, efficient, and personalized service. This level of interaction enhances customer engagement and improves the overall customer experience.

Can Cognigy be used for AI in various industries such as Retail, Finance, or Healthcare?

Yes, Cognigy can be used for AI applications in various industries. It has provided solutions in retail where it can assist in personalized shopping experiences, in finance where it can help manage financial queries or transactions, and in healthcare where it can aid in patient data management or medical inquiries. The versatility of Cognigy’s platform makes it adaptable to different industries’ unique requirements.

How does Cognigy help exceed customer service expectations?

Cognigy helps exceed customer service expectations by leveraging AI to automate responses to common queries and to orchestrate efficient handling of customer transactions. The result is a customer service experience that provides faster responses, personalized interaction, and around-the-clock availability, which greatly enhances customer satisfaction levels.

How easy is it to train AI agents with Cognigy for use in contact centers?

Cognigy makes it easy to train AI agents for use in contact centers by providing a low-code automation engine. This means that even users without extensive technical knowledge can design and train AI agents. The pre-trained agents are capable of transforming contact center experiences to achieve enhanced customer service standards.

Can Cognigy work seamlessly with platforms such as Amazon Connect, Avaya, Genesys, and 8x8?

Cognigy works seamlessly with popular platforms such as Amazon Connect, Avaya, Genesys, and 8x8. By integrating smoothly with these platforms, Cognigy ensures that its AI solutions can work in harmony with existing contact center infrastructures, thus preserving businesses' existing investments while adding the benefits of AI-powered customer service.

Does Cognigy support multi-channel customer journey creation?

Yes, Cognigy supports the creation of multi-channel customer journeys via its Multimodal CX feature. With this feature, businesses can design and manage customer interactions across numerous channels - from websites and social media to contact centers and more. This ensures that customers have a consistent, seamless experience, regardless of the channels they use.

How does Cognigy's AI Agent Copilot operate in enterprise contact centers?

Cognigy's AI Agent Copilot operates as an assistant in enterprise contact centers. It works alongside human customer service agents to provide real-time assistance during live customer interactions. These may include suggested responses or performing background tasks, freeing up agents to focus on the customer, thus enhancing productivity and customer satisfaction.

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