Legacy interactive voice response (IVR) solutions grapple with lengthy navigation and confusing menu-based systems that burden customer interactions.
Cognigy.AI brings conversational and routing intelligence to your contact center to create smoother customer journeys, elevate engagement, and increase first-call resolution.
lower average handling time (AHT)
increased first contact resolution rate
Frictionless call experiences at scale
Understand what customers want and give them the shortest path to resolution with intelligent routing.
Prioritize and route calls in an instant using Conversational IVR to recognize easy self-service opportunities or critical inquiries that require immediate agent attention.
Deliver meaningful conversations and let customers freely express themselves. Cognigy.AI can process, understand, and authenticate users and deliver the right answer - all in natural language.
Serve your customers when they need it the most. With Conversational IVR on the frontline, you can enable voice self-service that cuts unnecessary wait time and resolves issues on first contact.
When customers have time-sensitive and complex queries, our AI-powered IVR instantly captures their requirements and routes them to the best-suited available agent, including the context.
Set your agents up for success
Your agents are your most valuable resources. Avoid churn from burnout and overload by enabling them to do what they excel at.
Free your agents from mundane and repetitive tasks, so they can focus all their energy on high-value work that requires emotional intelligence and problem-solving.
Verify and authenticate customers before handover, so your agents can start resolving issues immediately and skip the 20 questions game.
Equip your agents with the right knowledge on who is calling and why during the handover. Customers never have to repeat themselves while your team has all they need to troubleshoot fast.
From fast-changing product portfolios to unexpected incidents with massive customer impact, your contact center needs to quickly pivot in today's unpredictable climate.
With Cognigy.AI’s low-code solution, you can update your IVR workflow on the spot and react to any situation in real time - without cumbersome IT involvement that often comes too late.
for secure end-to-end customer interactions with reduced handling time
to maximize customer satisfaction and agent efficiency
that keep your business systems in sync
to serve your customers in their native languages
for both a big picture and granular view of your customer journey
“Through Cognigy.AI, we can reduce the workload of our customer service departments and operational costs at the same time.”
Nikolai Berenbrock, Head of Conversational Experiences, E.ON