In a bid to up the ante on customer experience, US-headquartered CSS Corp has launched the Cognitive Customer Experience Platform, an artificial intelligence (AI)-driven platform. Cognitive Customer Experience Platform integrates with all customer channels like voice, email, chat, and website across devices.
“Cognitive Customer Experience Platform is designed to offer personalized and context-driven support, with a human-like interaction. It aims at resolving your customer’s needs at first interaction by using natural language processing (NLP), AI, machine learning and deep learning techniques,” said Vasudevan Sundarababu, vice-president, digital, CSS Corp.
As consumers use multiple channels to voice concerns or seek customer support, offering an omnichannel support experience has become imperative for corporates. A study by consulting giant McKinsey found that for companies that excel with digital customer care, customer satisfaction can go up by 33%, while generating savings of 25-30%, due to reduced call center volumes.
The AI platform can constantly learn from a customer’s interactions and build on its knowledge base.
A SaaS-based solution, Cognitive Customer Experience Platform can be used as a standalone support interface or as a platform integrated with Amazon Echo, Apple Siri, Microsoft Cortana, and Google Now.