**San Francisco**: SupportLogic has unveiled the Cognitive AI Cloud, an innovative platform designed to revolutionise customer support operations, automate processes, and enhance efficiency by integrating hyper-personalised AI agents while ensuring compliance with data protection regulations.
SupportLogic, a prominent player in support experience technology, has officially launched the SupportLogic Cognitive AI Cloud, a pioneering AI platform designed to enhance customer support operations within enterprises. This initiative aims to address long-standing challenges such as data silos, signal loss, and the inability to maintain context during customer interactions.
The Cognitive AI Cloud is equipped to create hyper-personalised, context-aware AI agents that integrate into existing workflows of major operational systems. SupportLogic claims that these agents can automate various processes, reducing issues of escalation, customer churn, inefficiencies, and delays in resolution. The platform processes an impressive 240 billion predictions and signals annually, demonstrating significant potential for business improvement within complex business-to-business (B2B) environments.
Karan Sood, Chief Product Officer at SupportLogic, remarked, “With the launch of SupportLogic Cognitive AI Cloud, we are building the foundation of Agentic AI for enterprise support.” He emphasised the platform’s ability to seamlessly connect with existing systems, enhancing operational efficiency and predictive capabilities for support teams.
The Cognitive AI Cloud incorporates a suite of core features designed to optimise support workflows. These include a Data Extraction Engine, which interfaces with major systems such as Dynamics 365, Jira, Salesforce, ServiceNow, Snowflake, and Zendesk; a Signal Extraction Engine that identifies over 40 key signals including sentiment and urgency; and a Context Engine that retains customer intelligence, preserving context to enhance interaction quality.
Furthermore, the Orchestration Engine within the platform allows for configurable, AI-driven alerts, coaching frameworks, and routing rules that align with business processes. The Predictive Answer Engine utilises precision retrieval-augmented generation (RAG) technology, aiming for superior accuracy in responses compared to existing benchmarks set by OpenAI.
The Cognitive AI Cloud also boasts nine autonomous AI agents, each designed to tackle varying aspects of customer support. Notable agents include the Knowledge Agent for delivering accurate information, the Account Health Agent providing real-time insights on customer health, and the Voice Agent that integrates voice data with sentiment analysis. Additional agents focus on tasks such as routing cases, ensuring quality assurance, and minimising backlog.
Compliance with data protection regulations is a critical aspect of SupportLogic’s approach. The Cognitive AI Cloud operates within a GDPR and CCPA-compliant Virtual Private Cloud, adhering to a single-tenant architecture for each customer, thus addressing safety and regulatory concerns that often hinder AI adoption in large enterprises.
SupportLogic has established itself as a leader in Support Experience management, utilising predictive, generative, and agentic AI technologies to provide valuable insights and recommendations for global clients, including Salesforce, Qlik, Nutanix, Rubrik, and Snowflake.
Source: Noah Wire Services
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