How to enable personalized dialogues with customers and employees (using GenAI)

Опубликовано 19 декабря 2023, 19:18

Despite significant progress in deflecting calls to chatbots, there is continuous growth in customer calls. And when customers switch channels, they have to repeat everything, which hurts their experience. Our Cognizant Generative AI team has created a Gen AI bot that answers questions like no other bot before. It doesn’t need to be trained on standard FAQs - it detects context from questions, even when they’re not explicit. It speaks multiple languages and can take on different roles - agent, assistant, or even customer. This Gen AI bot has memory and can perform calculations on-the-fly using formulas it has self-learned. We partnered with Google Cloud and trained the Gen AI bot using state-of-the-art technology, private and public structured, semi and unstructured data , as well as national and regulatory guidelines. The result? A ground-breaking proof that Generative AI has enormous potential to significantly improve the customer experience.

Speakers: Gregory Verlinden,

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All sessions from Google Cloud Next → goo.gle/next23

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