NEW REPORT: Q&A with Mike Gualtieri, VP Principal Analyst at Forrester

Cortex Service Experience in Healthcare

Personalized, predictive insights delivered to call center agents and self-service channels can alter the trajectory of customer experience journeys to lower-cost, higher-value outcomes.

The customer journey through the service experience process can benefit greatly from personalized AI-powered insights. Proactive insights delivered at the right time via the right channel (mobile, web, call center, conversational AI, etc.) can alter the trajectory of these journeys to lower cost, more valuable, higher quality outcomes.

Insights are based on personalized profiles

CognitiveScale’s Profile of One is a 360-degree, temporal, longitudinal view of customers. Profiles form a key foundation for personalized insights and proactive interventions.

Service Experience insights that scale

Supporting numerous inquiry types in Healthcare (claims, benefits, etc.), the Cortex Service Experience solution consists of several components: AI models; rules engines and algorithms; integration with enterprise IT systems, apps and more; and, measurement and learning ‘feedback loops.’ Scaling trusted solutions across an enterprise for multiple inquiry types and inquirer personas requires CognitiveScale’s Cortex AI platform, reusable assets and accelerators, and the ability to leverage Service Experience models and components (e.g. APIs and data schemas).

Agent Assist Support

Cortex Service Experience insights are integrated into existing call center solutions. Agents are presented with personalized insights the moment they take a call. Agents have access to specific predictions about the individual caller.

Self Service & Proactive Channels

Cortex Service Experience insights can greatly improve self service channels like chatbots, delivering the same predictions and personalized inquiry resolution direct to customers. Cognitive Interventions are highly contextualized (to an individual) messages from Cortex Service Experience insights delivered through the right channel (e.g. app notifications or email) at the right time per the preferences of the individual.

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