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CogniQuent
Problem Statement
Inefficient Customer Service Processes
Traditional call centers struggle with long wait times (up to 12 mins on average) and limited availability, leading to customer dissatisfaction.
Limited Analytical Capabilities
Traditional customer service lacks the ability to analyze and synthesize complex data, such as historical claims and benefits details.
Data Privacy and Security Concerns
Handling sensitive customer information, such as SSNs, requires robust security measures to prevent data breaches.
Our Approach
Data Collection
We collect and integrate data from various sources like insurance and banking companies, human conversations etc. to create a thorough database for training.
Feature Engineering
Extract relevant features like policy number, names, dates etc. through Named Entity Recognition (NER) to understand queries.
Model Selection
Our product leverages powerful context understanding and GenAI models like large language models.
Training Techniques
Prompt engineering and fine-tuning improves the LLM performance by understanding context and target words.
Validation and Testing
Assess the model's performance across different subsets of the data. Continuously monitor the model's performance in live customer service environments
Our Solution
- Our AI-powered solution leverages NLP and data analytics to offer personalized insights and recommendations, enhancing the customer experience.
- Ensure accurate and consistent responses by using updated databases reducing misinformation and enhancing customer trust.
- Incorporate state-of-the-art encryption and secure authentication protocols.
Impact
- Our Generative AI solution can led to a 70% reduction in average customer wait times, providing immediate access to information and subsequently enhancing customer satisfaction.
- Ensure that customers receive accurate and consistent information, resulting in a significant decrease in customer complaints related to misinformation.
- As per Deloitte report, it is predicted that the top global investment banks can boost their team’s productivity by 35%utilizing a product like CogniQuent, which would result in additional revenue of US$3.5million per front-office employee by 2026.
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