Nhu Ho
Authors name: Nhu Ho October 18, 2023
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In the ever-evolving contact center landscape, staying ahead of the curve means constantly innovating and refining the user experience. What distinguishes an outstanding interaction from a mundane one is the level of relevance, efficiency, and personalization it offers.

And the secret sauce to this? Context awareness. At Cognigy, we are thrilled to release the next generation of Knowledge AI experiences, featuring a groundbreaking feature that enables just that.

A mediocre conversation often feels disjointed and generic, as if the customer is just another number. However, when context is integrated, the same interaction can make the customer feel seen, heard, and valued. After all, customer service isn’t just about resolving issues. It’s about cultivating meaningful relationships, promoting retention and loyalty, and turning customers into brand champions.

Enter Context Awareness in Cognigy Knowledge AI 

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Knowledge AI empowers enterprises with AI Agents that deeply understand their support knowledge and promptly address every customer query with precision. The new Context Awareness stands out as a transformative feature, enhancing AI Agents’ capacity to retain past inputs, fluidly navigate conversation branches, and deliver a dialogue experience reminiscent of human interaction.

To shed light on the capabilities of Context Awareness, let’s look at how it enables the following three conversation patterns.

1. Direct Follow-Up

The AI Agent provides a response that directly builds upon a preceding inquiry. In this example, Context Awareness allows the AI Agent to identify and resolve pronouns or ambiguous terms based on prior context.

Context-aware Knowledge AI

2. Detail Exploration

The user prompts the AI Agent to delve deeper into the specifics of a topic after an initial query.

Context-aware Knowledge AI

3. Error Correction

If the AI Agent misunderstands or misinterprets the user query, it can acknowledge the error upon user correction and then provide an accurate response. Vice versa, if the user makes a mistake in the initial inquiry, they can simply correct the respective information without having to repeat the entire question.

Context-aware Knowledge AI

Benefits of Context Awareness for Customer Service

In essence, Context Awareness is the lynchpin of seamless and memorable service experiences that transcend customer expectations.

  • Natural interactions: Just as humans use context to understand and respond to statements, AI Agents can provide relevant and precise responses based on the ongoing conversation, making interactions feel more natural and intuitive.

  • Efficient, fluid dialogues: In multi-turn conversations, AI Agents can maintain the flow of the discussion and resolve disambiguation. Without context, users would have to repeat all relevant details with every query, making conversations cumbersome.

  • Reduced Frustration: By understanding the context, AI Agents can prevent potential frustrations that arise from misinterpretations, enhancing overall customer satisfaction.

  • Building Trust: When customers feel that AI Agents understand and remember their inputs, it fosters trust. They are more likely to engage with and rely on a service that is effective, consistent, and relevant.

Ready to get started? Visit our documentation and learn how to elevate your AI Agents with Context Awareness.