Cognizant, in collaboration with Google Cloud, has unveiled Cognizant Autonomous Customer Engagement-a cutting-edge, AI-driven contact center solution designed to deliver hyper-personalized experiences throughout the entire customer order journey across a wide range of industries.
This new offering combines Cognizant’s deep domain expertise in vertical-specific customer service processes with the powerful capabilities of Google Cloud’s Customer Engagement Suite. The result is an intelligent, responsive platform that enables organizations to provide consistent, intuitive, and tailored customer interactions across both digital and voice channels.
Powered by advanced AI agents, the solution anticipates customer needs and responds to inquiries in real time, significantly improving the customer experience. By leveraging Google Cloud Voice AI, including advanced natural language processing and machine learning technologies, Cognizant’s platform aims to reduce wait times, speed up resolutions, and lower operational costs for enterprises.
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“Consumers are increasingly looking for seamless and positive experiences, and Cognizant’s Autonomous Customer Engagement solution focuses on delivering personalized guest interactions at scale,” said Sandeep Bhasin, Global Head, Health Sciences, Consumer Goods and Retail, Intuitive Operations and Automation, Cognizant. “Through this innovative partnership with Google Cloud, Cognizant aims to significantly enhance customer experience through a dynamic combination of AI and human agents, backed by Cognizant’s deep business process expertise.”
A Next-Gen Approach to Contact Center Automation
Unlike conventional automation solutions, Cognizant Autonomous Customer Engagement adopts an AI-first, human-assisted model. Virtual agents autonomously manage the majority of routine customer interactions with conversational accuracy and efficiency. For complex scenarios that require emotional intelligence or nuanced decision-making, the system enables seamless handover to human agents—ensuring continuity, empathy, and effective problem-solving.
The solution also features integrated analytics and adaptive learning capabilities to support proactive service and cross-selling, enabling agents to anticipate needs and tailor their responses based on context and behavior.
Already in use by an early adopter in the food services sector, the platform is delivering measurable improvements, including lower call abandonment rates, enhanced first-contact resolution, and reduced support costs—while delivering a more frictionless customer journey.
“Enterprises can utilize agentic AI to fundamentally improve customer support, enhancing speed and personalization while improving operational efficiency,” said Victor Morales, VP of Global System Integrators Partnerships, Google Cloud. “Our partnership with Cognizant will help deliver a new generation of support experiences that provide the high-quality, personalized outcomes that customers expect.”