Cognizant Unveils AI Retail Contact Center With 70-85% Self-Service Containment
Cognizant launched Agentic Retail CX, an AI-powered contact center solution built on Google Cloud’s Gemini Enterprise for Customer Experience, promising 70-85% containment via self-service, omnichannel engagement and hyper-personalization. The retail contact center market is forecast to grow over 13% annually through 2031, highlighting revenue upside for CTSH’s AI services.
1. Product Launch
Cognizant introduced Agentic Retail CX, an AI-driven contact center solution built on Google Cloud’s Gemini Enterprise for Customer Experience. Designed for retail brands, this offering integrates AI self-service, real-time insights and human-led workflows into a unified platform to enhance customer engagements.
2. Solution Capabilities and Metrics
Agentic Retail CX delivers a 70-85% issue containment rate through robust AI self-service, seamless omnichannel support and hyper-personalized recommendations. It also enables proactive outreach across abandoned carts, promotions and feedback channels to boost loyalty and operational efficiency.
3. Market Outlook and Strategic Impact
The global retail contact center market is projected to expand over 13% annually through 2031, presenting significant growth opportunities for Cognizant’s AI services. This solution reinforces CTSH’s partnership with Google Cloud and strengthens its position in enterprise AI deployments for retail clients.