Cognizant Technology Solutions Corporation · NASDAQ:CTSH
Cognizant Technology Solutions — Investor Presentation (2024)
14 slides from Cognizant Technology Solutions's investor presentation, Nov 27, 2024
Slide 1: Copilot Studio for Customized Client Engagement
Copilot Studio for Customized Client Engagement 1 © 2024 Cognizant | Private
Slide 2: Executive summary
Executive summary Problem Statement Solution Developed In online customer service, Generative AI has transformed expectations. • Our custom copilot for Insurance enables generative AI to respond to initial inquiries. Traditional Chat abandonment rates are likely to increase, as consumers expect expe
Slide 3: Problem statement | Business context
Problem statement | Business context Efficiency Boost • Copilot reduces search time, enabling agents to swiftly address inquiries. • Faster responses mean happier clients. Consistent Knowledge Base • Copilot ensures uniform answers across the team. • No more accidental llama grooming advice during a
Slide 4: Solution developed
Solution developed Centralized Knowledge Base: Integrates with SharePoint Online to access and update a centralized repository of policy documents, FAQs, and customer information, ensuring accurate and up-to-date responses. Seamless Communication: Utilizes Microsoft Teams for real-time collaboration
Slide 5: b2c b2b Sub set of orgn
b2c b2b Sub set of orgn doc in public Client Chat bot Orgn document Omni agent Chat bot layer 1. Customerr initiates chat on website 2. Custom Copilot responds with answers found on data source(website). 3. When Copilot cannot answer with confidence, a human is engaged via alert in omnichannel 4. Co
Slide 6: Demo
Demo 6 © 2024 Cognizant | Private
Slide 7: Key capabilities (1/4)
Key capabilities (1/4) Contextualized claim summary Custom Copilot enables accelerated customer services powered by generative AI. This automation inserted directly in the engagement with customers, increases satisfaction and reduces abandonment. 7 © 2024 Cognizant
Slide 8: Appendix
Appendix 8 © 2024 Cognizant | Private
Slide 9: Technology used – architecture blueprint
Technology used – architecture blueprint B2C B2B 6 Gen AI services Rest API 1. User initiates the interaction using Chatbot UI from Duck Creek Claims Sub set of 2. User Interface: Website is hosted in orgn doc 4 Integration Azure, Webchat client embedded. in public SSL/TLS certificate for encrypted
Slide 10: Technology used – architecture blueprint
Technology used – architecture blueprint 6 Gen AI services Rest API 1. User initiates the interaction using Chatbot UI from Duck Creek Claims 2. User Interface: Website is hosted in 2 Gen AI-Solution 3 Chatbot logic/ core system 4 Integration Azure, Webchat client embedded. SSL/TLS certificate for e
Slide 11: Key capabilities (2/4)
Key capabilities (2/4) Estimate recommendation John must now enter estimates for this claim. Though he is clear on the exposures, he is not so confident with the reserve figures. He decides to check with the Gen AI assistant prompting it to look at similar claims in the past. Generate summary of fil
Slide 12: Key capabilities (3/4)
Key capabilities (3/4) Identify key discrepancies Claim adjustor, John somehow feels something is not right in this claim. It could be just his gut feel. He wants to see if the Gen AI assistant could bring him any observations in this regard, so that he can validate them. Generate summary of file no
Slide 13: Key capabilities (4/4)
Key capabilities (4/4) Identification of missing information This being a fire claim, he needs to cross check the critical data that needs to be looked at. He is expected to send a note to his Ops team to do the follow-up, but he needs to mention what he needs further to assess. He reaches out to th
Slide 14: Thank you
cognizant | FF Microsoft Thank you
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