London, UK, 21 June 2021: ContactEngine, the Proactive Conversational AI technology used by large corporations across industries to automate customer communications, has been awarded two accolades at the CogX Awards 2021 for ‘Best AI Product in Telecom’ and ‘Best Innovation in NLP’.
The CogX Awards, in its fifth edition, celebrate the best-of-the-best in AI and emerging technologies with 60 award categories across industries, technical domains, and individual achievements. The winners were selected by a team of expert judges from the world of technology and innovation.
ContactEngine’s proprietary and patented Natural Language Processing (NLP) capability is specifically designed for proactive (outbound) customer engagement, which is the company’s differentiator in the market. ContactEngine's conversational AI technology lets customers use their own words in every automated conversation, with features including single and multi-intent capability, intelligent clarification, sentiment analysis and categorisation, as well as the ability to transact with client systems where required (complete an upgrade, reschedule an appointment, etc.). The technology also escalates conversations to a human agent where required (<10% of cases).
In the Telecom sector, ContactEngine was awarded for achieving significant results for telco clients, namely a 40% reduction in customer-driven cancellations, a 50% reduction in customer calls related to enquiries, and a 38% improvement in Net Promotor Scores for one telco client, translating to multi-million-pound savings per annum.
ContactEngine is deployed by top UK, European, and North American brands in telecommunications, utilities, financial services, auto, and retail, including British Gas, BT, DHL, Sky, TELUS, Verizon, Virgin Media, and Whirlpool.
The company prides itself on being at the forefront of AI, attracting scientists including former government chief scientific officer Professor Nick Jennings, as well as principal innovation partner at BT, Dr Nicola Millard, to sit on its AI Advisory Board.
The technology which ContactEngine deploys has been praised for the benefits it provides in terms of improving interactions between corporates and their customers. The company was listed as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report.
Prof Mark K. Smith, CEO of ContactEngine, commented: “We are so pleased to have won not just one, but two awards at CogX this year. I’m particularly proud to see our brilliant AI team’s work in NLU recognised by a judging panel consisting of some of the best in tech and global innovation. The team has been working tirelessly on the ContactEngine product over the past few years and we have achieved great results for our clients across the board. At ContactEngine, we all have a passion to keep improving the way our clients engage with their customers and we look forward to continuing to lead in innovative solutions.”
The winners of this year’s CogX Awards were announced during the CogX Festival on Monday 14 June. To find out more about ContactEngine and its services, please visit: contactengine.com
ContactEngine is a Conversational AI technology that enables brands to proactively engage customers in conversations that fulfil business objectives. ContactEngine automates outbound customer engagement across all channels and generates unique insights into the changing patterns of communication by applying demographic and intent analysis, linguistics and ground-breaking artificial intelligence principles to mass volumes of raw data. ContactEngine transforms the way global brands engage with their customers – saving brands millions and making their customers happier. For more information about ContactEngine, please visit contactengine.com