The Evolving Landscape Of Cognitive Search

SI TeamHaving completed his B.Tech in Computer Science from NIT Hamirpur, Vishal, in his career spanning over 13 years, has worked with companies such as Hewlett-Packard, Belzabar Software Design India, and Grazitti Interactive.

Over the years, Artificial Intelligence (AI) has evolved to a refined enterprise-ready phase, offering huge opportunities to technology providers. The AI systems have emerged as an industry-favorite, accounting for an exponentially increasing number of organizations innovating to provide better customer service, personalized experiences, and enhanced security. A report from IDC (market research firm) states that the global spending on cognitive AI systems will reach $57.6 billion by 2021. The biggest investors are banking, retail, e-Commerce, computer software and manufacturing firms – who plan to enhance the customer experience delivery. Everything from chatbots, IVR, Natural Language Processing to Statistical Machine Learning  techniques that aid in mapping the customer behavior & deep Learning neural Networks contribute to providing an inclusive, personalized and holistic customer experience. No wonder customer-contact centers are at the forefront of AI adoption. According to the Salesforce State of Service report 2019, the adoption of AI in customer service is projected to surge by 143 percent over the next 18 months.

It’s no more a secret that enterprises today are more inclined towards growing their revenue rate by engendering new products and exploring new customer-bases by providing the experience they look for, rather than by cutting cost. This is precisely where the ecosystem created by technologies like AI, ML, NLP, deep learning, and robotics acts as a boon. Cognitive technologies, while increasing the speed and reducing the cost of operations, simultaneously make inroads for enterprises to reinvent their business. It also serves as a basis for business model transformation,
which is an inevitable phenomenon to succeed and scale.

Cognitive search over the past few years has emerged as a billion dollar prospect powering the future of enterprises. From providing unprecedented insights into everything from users’ search behavior to the overall customer journey, cognitive search solutions power personalized experiences and work as the backbone of customer retention for organizations. In addition to customer retention, cognitive technologies enliven the whole customer life cycle including improving customer on-boarding by connecting multiple repositories. This helps new users resolve queries on their own and powers self-service. With personalized results and recommendations, you can nurture your customers and turn them into brand advocates. The result? Immediate ROI for the organization!

Before you adopt cognitive search technology, you need to start by identifying your audience, and drawing a content strategy based on them. The key is to find the right search vendor that can seamlessly integrate with your technical infrastructure, including content repositories. It’s imperative to identify the channels your customers use and their purpose of using them, which helps you decide where to place the search.

Cognitive search is a holistic technology that can be leveraged by enterprises regardless of the sectors they belong to. The increased flexibility of search engines, eradication of unnecessary lock-ins, and the ability to innovate on top of search technology with other applications are key to the decentralization of this technology. With a bunch of highly innovative vendors emerging, it’s great to see the domination of large search vendors quickly dissolving. SearchUnify is a unified cognitive search platform (from the house of Grazitti Interactive) that digitally transforms self-service & support in enterprises by assisting customers & support agents to help themselves, thus boosting customer satisfaction and agent productivity.

Enterprises constantly look for vendors who are the ambassadors of the future - the ones who can innovate and scale. In addition to basic considerations like infrastructure, security and customer support, enterprises now also need to consider key factors like ease of implementation, flexible pricing model, and the ability to innovate with search-powered applications (like chatbots, KCS Enabler & Agent Helper) that enhance search experience and augment agent productivity.

It’s imperative to identify the channels your customers use and their purpose of using them, which helps you decide where to place the search

Organizations like Grazitti Interactive – a pioneer from India - are leading the innovation in cognitive search & driving digital transformation for leading enterprises across the globe. SearchUnify was the youngest product to be cited in The Forrester Wave: Cognitive Search, Q2 2019 and was recognized for its technical architecture, ease of implementation and virtual assistants.