Servicing Customers with the Cognitive Universe

Increasingly personalised customer experience is the next big trend among telcos, according to Jesper Frederik Gottlieb, VP at Nuuday.

The ‘Cognitive Universe’ is one in which the customer receives a highly personalised experience, regardless of which company touch point they interact with.

“They receive a personalised experience where they feel they are being heard, being seen and they feel that we know them,” Gottlieb explained to UC Today’s David Dungay at this week’s GITEX Global event.

“Today when they dial in, we don’t know them well enough so we ask them to identify themselves and they need to type in an account number. Then we ask what their problem is – we don’t even know who they are or what products they have.

“So we need to create this universe where we have that data, and [it] is travelling around all touchpoints, so that when the customer interacts with us in the chatbot or voicebot, we now have this universe created for them so they feel it’s very personalised”

Artificial intelligence is also a trend that is gaining traction in the customer experience space and will play a central role in the Cognitive Universe, Gottlieb added.

He acknowledged that creating this universe is a process that will take a “long time”, but that Nuuday is taking steps in that direction, for example, it is building an integrated voicebot into its IVR platform.

“When we have worked with the user long enough and got enough feedback from customers and moved their preferences to us, there’s an acceptance that it is actually okay and can be a better experience talking to a voicebot because it is open 24/7 and can provide a quicker response than an agent,” he said.

Then we will scape up and then [our voicebot] Josefine will move up to the front and be the dispatcher, so people won’t have to dial in and type 12345 depending on [the department they want to get through to].”

The second step Nuuday is undertaking is Agent Assist, which Gottlieb described as a “true AR module”. It is a speech-to-text assistant that listens to every word the customer is saying, with the consent of the customer. The agent then has a display providing them with the right guidance to help the customer with their problem.

“Every time the customer mentions a problem, the agent is getting a display with a hit rate of accuracy of which guide the agent should use to give the right support. The agent can relax and focus on the customer, instead of clicking through to find the right guide.”

“The customer doesn’t know the agent is getting that help, they just have a feeling that suddenly they are getting a very personalised experience.”