Customer Support

Today’s customers expect the flexibility to communicate with your organization at any time and from any device. Implementing multi-channel engagement that addresses the requirements of a digitally sophisticated, empowered and demanding public is a requirement for any modern organization. Expert System’s natural language based solutions for intuitive self-service address your customer requirements while providing greater efficiency for your support center and significant cost savings

An excellent automated customer support experience requires software that offers a clear understanding of the customer’s request—regardless of how they describe it—and simple, transparent integration with the CRM infrastructure and knowledge base to ensure access to the information customers need.

Cogito Answers and RPA

Cogito Answers understands language in the same way a customer support agent would. This allows cognitive automation of the support process, whether it is delivered directly to customers, or used to support call center agents. Understanding what the customer is saying also helps you understand how they feel about the issue, how important it is to them and what they think about your brand. Deploy this capability automatically via digital channels such as your call center to deliver both increased efficiency and the customer intelligence

Cogito Answers saved one customer more than $9 million by satisfying 23 million self-service inquiries, all via SMS.