Cognigy

Name of the product or service

AI Agents for Retail

Votes: 96

Product or service description

Cognigy offers AI Agents, a digital workforce revolutionizing customer service in e-commerce. These agents, available 24/7 in over 100 languages, are pre-trained for the retail sector, ensuring personalized and efficient customer support. They understand customer intents and contexts, offering tailored services. The solution reduces operational costs, enhances sales, and supports human agents by automating common service processes like order tracking and product recommendations. This results in reduced agent workload, improved satisfaction, and efficient handling of high inquiry volumes. Cognigy's AI Agents thus address the critical need for scalable, multilingual, and personalized customer service in e-commerce.

Cognigy's AI Agents represent the next generation of customer service in e-commerce, combining the strengths of Generative AI and Conversational AI. Through Conversational AI, these Agents are adept at integrating with various shop systems, telephony, and CRM platforms, to not only provide support but also conduct transactions. They function across digital channels like webchat, social media, and messaging apps, as well as on traditional phone lines, offering a comprehensive service spectrum. At the same time, they possess human-like conversation skills and advanced language understanding leveraging Large Language Models (LLM). This blend of Generative and Conversational AI allows for more dynamic, context-aware customer interactions, ensuring a personalized and efficient service experience in the e-commerce sector.

Distinction from the competition

Cognigy's AI Agents provide a transformative solution for the e-commerce sector, offering unparalleled benefits that set them apart from competitors. These agents revolutionize customer interaction through advanced features and industry-specific, pre-built capabilities. Here's an overview of their key benefits:

  • Human-Like Conversational Skills: Engaging customers with empathetic, natural interactions.
  • Multilingual Proficiency: Fluent in over 100 languages for global support.
  • Omnichannel Experience: Seamless integration across multiple communication channels.
  • Pre-Trained for E-Commerce: Equipped with sector-specific processes and skills such as order tracking, exchanges and refunds, address updates, among others.
  • Intelligent Agent Assistance: Enhancing human agent efficiency with smart routing and warm handovers.
  • Adaptive Learning: Continuously improving based on customer interactions.

More information: https://www.cognigy.com/solutions/ecommerce-retail

Product or service innovations

In the past year, Cognigy has introduced innovative features specifically tailored for e-commerce:

Native Integration of Generative AI and GPT-technology: This feature enhances conversational capabilities, allowing AI Agents to generate dynamic, context-aware responses. It's pivotal in creating personalized shopping experiences, handling complex customer queries more effectively.

Knowledge AI: A powerful tool for semantic search and Q&A, Knowledge AI helps AI Agents access and utilize vast amounts of enterprise knowledge, including unstructured data such as PDF files. This leads to more accurate and informed assistance in customer interactions, particularly in addressing specific product inquiries and support issues.

AI Copilot: Designed as a real-time assistant for human agents, AI Copilot equips staff with instant access to information and guidance. In e-commerce, this translates to quicker resolutions, efficient handling of customer queries, and enhanced overall service quality, especially during high-demand periods.

Customer case study

Cognigy’s AI Agents are deployed in a large variety of e-commerce use cases. These include customer self-service via chat or voice, intelligent routing, agent assist for live agents and many more. Here are three cases studies:

  1. Mister Spex, an omnichannel retailer with 200M+ Euro revenue, deployed Cognigy AI Agents to their contact center, integrated with telephony and CRM. AI Agents now autonomously manage WISMO and verification cases, efficiently directing other cases. Notable KPIs: 70% of verifications and 50% of WISMO inquiries automated, 30s time saving in agent transfers, and reliable, error-free operation, quickly expanding to cover more service aspects.

  2. Henkel, A global consumer goods company with over 20B Euro in revenue successfully deployed over 20 AI Agents across multiple business units, handling more than 2M conversations annually. These agents operate on channels including webchat, Instagram, and Amazon Alexa. As an example, for their Consumer Brands unit, an AI Agent on Instagram targets hairdressers and professionals, providing educational material, color conversions, and distributor locations. Additionally, it responds to story mentions, offering interactive and timely engagement with users - crucial for maintaining a responsive brand presence, fostering a connection with the audience.

  3. One of the world’s largest retailers shifted from printed weekly flyers to a digital version using AI Agents on WhatsApp. Customers now receive up-to-date information directly on their phones, enhancing customer experience with timely and personalized content. This transition to digital has a positive environmental impact by reducing paper usage. Additionally, this shift results in cost savings for the retailer, both in terms of printing and distribution expenses. The move demonstrates a commitment to sustainability, customer convenience, and operational efficiency.

More success stories: https://www.cognigy.com/customer-success-stories


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