Jury member Verena Fink commented on the award saying: "With its Conversational IVR solution, Cognigy demonstrates real use cases for how it has increased customer satisfaction and productivity and realized service offerings that could not previously be automated. Turning that into a low-code product is the technical success."
Conversational IVR from Cognigy is the next generation of automated phone interactions: Customers* can talk to virtual agents and explain issues using complete sentences. They are identified/authenticated, and then automatically receive the information they need. Alternatively, customers are seamlessly routed to the appropriate self-service or directly connected to the right contact person in the contact center. The agent will receive all relevant information about the customer, their issue, and in many cases, some steps they can take to resolve the problem. In this way, Cognigy's Conversational IVR can not only mitigate rising call volumes but also increase customer satisfaction and provide contact center agents with better problem-solving tools.
Conversational IVR is part of Cognigy's Contact Center Solution Suite:
• Conversational IVR: Intuitive, interactive dialog systems ensure that customers take the shortest path to resolution - without having to repeat themselves.
• Smart Self-Service: Intelligent virtual agents enable end-to-end information and transactional self-service on any voice or digital channel.
• Agent + Assist: real-time AI support suggests answers and actions, helping agents deliver high-quality support quickly.
Want to see the presentation and product demo that won us this prestigious award? Check out this on-demand webinar with Cognigy’s Head of Product Marketing & Technology Evangelist, Sebastian Glock, and Solution Architect, Alexander Teusz.
Cognigy, a market leader in Conversational AI, powers up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. The Cognigy.AI platform enables next-generation customer service with a suite of solutions, including Conversational IVR, Smart Self-Service, and Agent + Assist. In addition, Cognigy.AI gives the enterprise all it needs to deliver fully personalized multilingual services available on all voice and chat channels 24x7. Over 600 brands worldwide trust Cognigy and its vast partner network to create customer and employee service that is loved by everyone. Cognigy’s worldwide client portfolio includes BioNTech, Bosch, Fidelity Life, Lufthansa Group and 500+ other brands. Learn more at cognigy.com.
Lages & Associates