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Cortex Service Experience in Commerce

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.

Providing choice, flexibility and transparency in ecommerce is key for successful interactions with prospects and customers. Cognitive Service Experience removes points of friction, enables personalized omni-channel support, and institutes trust in sensitive customer interactions.

Insights are based on personalized profiles

CognitiveScale’s Profile of One is a 360-degree, temporal, longitudinal view of key entities (consumers, customers, prospects, products, etc). Profiles form a key foundation for personalized insights and proactive interventions.

Service Experience insights that scale

Supporting numerous inquiry types in ecommerce (account inquiry, billing inquiry, product assistance), 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 workflow and transactional systems (e.g., CRM and IVR systems). Agents are presented with personalized insights the moment they take a call. For loan application support, for example, agents have access to predictions for caller intent, narratives and dynamic call scripts, and reason codes.

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 Account Holders. 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.

A low-code, assembly line of Cortex Service Experience solutions

CognitiveScale’s Cortex software enables clients to manage an assembly line for the development, deployment, management and optimization of numerous Cortex Service Experience solutions in order to implement and scale numerous AI-powered insights for different inquiry and inquirer types across an enterprise with disparate systems and processes.

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