Cognitive analysis refers to the various strategies that organizations can use to learn about business-related functions (e.g., customer experience, outreach, etc.). Cognitive analysis turns unstructured data into actionable, usable data that can be used to form associations (e.g., make connections between agent performance and customer experience), as well as support the integration of machine learning into various types of communications. Contact centers employing cognitive analysis can process high volumes of information in order to draw conclusions about customer behavior, agent performance, team success, service and campaign effectiveness, and so forth.
Cognitive analysis provides:
- Valuable information about customer satisfaction, services, campaigns, and more
- Actionable data that can be used to improve the scope of business functions
- The ability to form associations and meaningful connections between points of data
- Insight into specific business-related functions
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.