POV - Transforming Customer Experience through Cognitive Analytics

Transforming Customer Experience

Businesses are entering an era where everything and everyone will be connected. The smarter world will demand cognitive tools and analytics from contact centers to maximize relationships and reinvent themselves in the age of the customer. This includes understanding customer behavior patterns, identifying root causes of customer dissatisfaction, innovating ways of exceptional service experiences, and generate insights to continuously enhance agent-customer interactions. Cognitive analytics can be leveraged to reduce resolution time significantly, drive TCO reduction, and increase adoption of AI based automation. It is also a strategic fit in changing the rules of customer engagement, increasing customer retention and optimizing operational costs.


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