Cognizant Technology Solutions Corporation · NASDAQ:CTSH
Cognizant Technology Solutions — Investor Presentation (2024)
12 slides from Cognizant Technology Solutions's investor presentation, Nov 27, 2024
Slide 1: Accelerate service agent call closure time for billing variance queries
Accelerate service agent call closure time for billing variance queries V3locity Customer Assist 1 © 2024 Cognizant | Private
Slide 2: Executive Summary
Executive Summary Problem Statement Solution Developed • In the Group Benefits space for an Insurance Carrier, one of the highest • Our cutting-edge solution “Customer Assist”, featuring Jarvis, a Generative AI powered frequency touchpoints (more than 50%) as well as key driver in customer chatbot,
Slide 3: Problem statement | Business context
Problem statement | Business context • In the Group Benefits space for an insurance carrier, one of the highest frequency touchpoints as well as key driver in customer retention and satisfaction is billing. • One of the most asked questions from their customers is “Why did my bill change?” • This ca
Slide 4: Technology used – Architecture blueprint
Technology used – Architecture blueprint 1. Virtual Digital Assistant utilizes serverless architecture of Amazon Lex, AWS Lambda, and AWS Bedrock agents, eliminating the need for server management 2. Deploy AWS services programmatically using boto3 APIs, allowing automated and scriptable deployments
Slide 5: X Factor – Business value
X Factor – Business value More than 50% of service calls into a Group Insurance Overall, the solution empowers the group insurance carrier's Carrier are billing related and around half of those end up customers and employees to get answers quicker as well as do with a dissatisfied customer. A dissat
Slide 6: Business context
Business context Abby Walsh is an employee at Abby Walsh recently saw her direct While there is a Member Self Service Jasper Construction who has deposit amount from her employer Portal provided by Acme Benefits that their group benefits provided by go down. Abby could visit, she decides that she th
Slide 7: What next?
What next? John Davis is the Employee Benefits Manager in the HR Department at Jasper Construction • Cares about providing the best experience for his employees • Wants to provide easy to understand answers as he recognizes that not everyone is an insurance expert • John launches Jarvis, a Next Gene
Slide 8: Key capabilities (1/4)
Key capabilities (1/4) Initial Introduction • When Jarvis is first launched, he will let the user know that he is here to help, all the user needs to do is let him know what you are looking for! 8 © 2024 Cognizant
Slide 9: Key capabilities (2/4)
Key capabilities (2/4) Validation and Contextual Summarization, • John says he has a question about a Member, and Jarvis asks who its for. John provides Abby Walsh's name, and Jarvis provides back key summary information to help John become familiar with the benefits Abby has elected. 9 © 2024 Cogni
Slide 10: Key capabilities (3/4)
Key capabilities (3/4) Mass Data Reviewal, Analysis, and Summarization • John asks Jarvis if he can help identify why Abby’s insurance costs went up recently. Jarvis ingests that question and begins the analysis by scanning across Abby’s current plan design and benefits, any changes made to her bene
Slide 11: Key capabilities (4/4)
Key capabilities (4/4) • Checking what plans employees are eligible for and understanding their costs • Enrolling / Changing People’s Benefits 11 © 2024 Cognizant
Slide 12: Thank you
Thank you
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