APEX Cognitive Self Service Agent

Business benefits vary by organisation depending on use cases and supporting processes, but common value themes include: • Cost to Serve Reduction: Mature agentic AI deployments can reduce or cap the number of human agents required to manage contact volumes, enabling scalable operations without proportional labour growth. • Improved Intent Identification: more than 90% accuracy in capturing customer intent from voice interactions. Deterministic AI depends on predefined intents; non-deterministic models (e.g., voice FMs/LLMs) apply broader context, extracting intent more flexibly and with higher fidelity. • Customer Experience Uplift: Organisations see measurable improvement across NPS, FCR, and quality frameworks due to: – Reduced wait times: AI agents engage immediately with no queue delay. – Faster processing: Multi-step workflows that traditionally take hours or days can be completed in a single AI-driven process, accelerating time-to-outcome and reducing customer friction. • Enhanced Self-Service: Stronger semantic knowledge bases enable more accurate responses, smarter routing, and automated channel redirection, improving containment and resolution without human intervention.