Conversational AI solutions vendor Cognigy has enhanced its platform, Cognigy.AI, with Generative AI to augment conversational AI deployments.
Generative AI will help to further transform enterprise customer service and contact centers by creating improved conversational experiences and driving efficiency. In addition, Generative AI-powered conversational AI solutions enable bot builders to create better bots in less time.
“Generative AI combined with traditional Conversational AI platforms can deliver value that extends far beyond what each component can deliver alone. We see tremendous value in leveraging LLMs in a way that augments human tasks rather than operating autonomously. With our integrated approach, brands are now able to benefit from a better customer experience and lower cost to serve through the use of Generative AIs,” said Philipp Heltewig, Co-founder and CEO at Cognigy.
The company highlights three key areas where Generative AI and Conversational AI can make a difference together:
- Enhancing the user experience through advanced AI-powered conversations tailored to the individual’s context and preferences
- Improving agent performance by leveraging language models capabilities in natural language understanding
- Streamlining the development and deployment of enterprise-level conversational bots, increasing efficiency and cutting costs.
“This is only the beginning. We see a future where Generative AIs will be powering and orchestrating end-to-end conversations. 2023 promises to be a year of transformation when it comes to how bots are deployed and how they augment our lives. This is truly a game changer for businesses,” added Heltewig.
Aside from Generative AI capabilities, the low-code Cognigy.AI platform provides customer service teams with a suite of solutions, including Conversational IVR, Smart Self-Service, and Agent + Assist. Cognigy.AI enables enterprises to deliver 24/7, personalized service experiences through both voice and chat.
