Developing innovative Conversational AI solutions
Powering up contact centres with its Conversational AI capabilities , Cognigy is working with UiPath to develop innovative solutions for transforming CX
A global leader in enterprise Conversational AI , Cognigy is hyper-focused on powering up the contact centre to exceed customer expectations , improve agent satisfaction and respond to market changes .
And through a collaboration with UiPath , organisations will soon be able to benefit from the seamless integration between the two platforms , says Philipp Heltewig , Cognigy ’ s CEO and Co-founder .
Through solutions including Conversational IVR and Agent + Assist , Cognigy supports human agents in handling customer inquiries by monitoring the conversation and providing AI-powered help to the agent in real-time . Among Cognigy ’ s success stories is the powering of all of Lufthansa Group ’ s chat-based self-service options , which gives customers the ability to chat with virtual agents employing the power of AI and machine learning .
“ These solutions , of course , scale in realtime to meet demand . Contact centres simply can ’ t go from 1,000 agents to 10,000 agents within five minutes ,” says Heltewig .
“ However , with our virtual agents , the enterprise has infinite capacity to scale to help customers , without the wait times usually associated with contact centres . As an UiPath advanced technology partner , Cognigy benefits from a native integration between the two platforms ,” Heltewig says . “ And with a joint robotic call centre automation bundle to be taken to market in the future , it is an exciting time for the partnership .”
“ It will be a fully automated robotic call centre service solution that seamlessly integrates Cognigy with the UiPath enterprise automation platform ,” he explains .
“ And one person we ’ re working with is Boris Krumrey , UiPath ’ s global VP of Automation Innovations . He ’ s a great champion for Cognigy , and we are very glad to be working with him and the team to continue developing innovative solutions for transforming customer and employee experiences together .”
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