Cognitive Contact Center (CCC)

The main barrier when providing quality customer service to clients lies in the tedious
interaction with the attention systems. Customers are more demanding than ever, so
they expect a fast, personalized and convenient service. Calls are still the main way of
contact in a company, although there is a new generation that prefers to communicate
with bots or digital agents, but all of them seek the same goal:
No waste of time.

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Cognitive IVR

The cognitive IVR makes the calls shorter and also make the precise call routing to an agent. It makes it possible to have advanced interactions with the clients, since it understands the natural language and has a large data base of adaptable knowledge to train itself and thus provide effective answers improving the daily operation. It translates voice to text through Google Speech and works with IBM Watson Technology. It is integrated with the back-end of the company to access customer information, either to use the information for the answers or to generate new contacts. It creates efficiency and improves the user experience,

reduces waiting times, allows answers to simple questions, reduces the volume of calls that reach the agents and sends the customer to the correct line depending on the reason for calling. In this way, the Cognitive IVR generates significant savings in the costs of customer care.
Among its main characteristics we can say that it has a large data base of adaptable knowledge to train itself and thus provide effective responses improving daily operation. It translates voice to text through Google Speech and works with IBM Watson Technology.

It is integrated with the back-end of the company to access customer information, either to use the information for the answers or to generate new contacts. It creates efficiency and improves the user experience, reduces waiting times, allows answers to simple questions, reduces the volume of calls that reach the agents and sends the customer to the correct line depending on the reason for calling. In this way, the Cognitive IVR generates significant savings in the costs of customer care.