Deliver superlative CX powered by industry-tuned AI; built for compliance, trust, and outcomes.
Cogentiq CX uses cutting-edge AI agents to surface contact center insights, automate omni-channel, multi-lingual voice and chat interactions at scale; learn and improve continuously - so your CX never stops getting better.
Call deflection
Call deflection
Average handling time
Automate audit and insights
Deliver superlative CX powered by industry-tuned AI; built for compliance, trust, and outcomes.
Cogentiq CX uses cutting-edge AI agents to surface contact center insights, automate omni-channel, multi-lingual voice and chat interactions at scale; learn and improve continuously - so your CX never stops getting better.
Call deflection
Call deflection
Average handling time
Automate audit and insights
Fractal's deep domain expertise in AI-enabled contact center transformation gave us a strong head start in leveraging Gen AI to understand customer intents and in building enterprise-grade AI agents. The best part has been the true collaborative spirit with which Fractal has approached the partnership, always extremely responsive, and proactively bringing forward cutting-edge AI developments (eg, voice capabilities) to help us push on the frontiers of innovation.
GM Analytics
Large Bank in Australia
Product Overview
Product Overview
Contact Center AI:
Purpose-built for your industry
Contact Center AI:
Purpose-built for your industry
A continuous intelligence flywheel getting smarter with every interaction
A continuous intelligence flywheel getting smarter with every interaction
Intelligence
Fallback Call / Chats
Intelligence
Agents
Call / Chats
Automate
Deploy compliant, domain-tuned voice and chat Al agents across every channel and language
Discover
Uncover every gap, risk, and automation opportunity across 100% of your interactions
Learn
Continuously optimize every conversation for better outcomes, for humans and Al alike
Discover
Uncover the truth hiding in every interaction
You cannot optimize what you cannot see. CX Interaction Insights automatically processes 100% of your calls, chats, and emails
and transforms them into a precise, explainable picture of every cost, compliance, and experience failure.
SOP Discovery
40+ pre-built KPIs
CSR Training Opportunity
SOP Discovery
Auto-generate SOPs from real calls, including undocumented edge cases
40+ pre-built KPIs
CSR Training Opportunity
Resolve more with intelligent self-service
Autonomous voice and chat agents deployed against the exact journeys Interaction identifies as
automatable, delivering human-like, personalized resolution at enterprise scale.
Automate
40+ pre-built KPIs
Low latency
Human-like experience
Multi-lingual
Personalized at scale
Real-time monitoring and human hand-off
Low-code agentic AI powered builder
Empower every CSR with real-time intelligence
Real-time guidance, instant knowledge, and automated wrap-up, targeting the exact behaviors,
Interaction Insights flagged as driving AHT, low FCR, and compliance risk.
Learn
AI recommendations
CSR coaching agent
Dashboard and conversational AI interface
Deep insights
Real-time CSR Assist
Behavioral, procedural and compliance suggestion
AI recommendations
CSR coaching agent
Dashboard and conversational AI interface
Deep insights
Real-time CSR Assist
Behavioral, procedural and compliance suggestion
Discover
Automate
Learn
Uncover the truth hiding in every interaction
You cannot optimize what you cannot see. CX Interaction Insights automatically processes 100% of your calls, chats, and emails
and transforms them into a precise, explainable picture of every cost, compliance, and experience failure.
Automated Voice of Customer (VOC)
Agentic intent (multi-intent calls) identification, automated ontology creation and classification across all the calls.
SOP Discovery
CSR Training Opportunity
Time to Value
Time to Value
From signed contract to measurable ROI in 6 weeks
From signed contract to measurable ROI in 6 weeks
No lengthy transformation program. No big-bang deployment. A proven delivery model
average implementation 4–6 weeks.
No lengthy transformation program. No big-bang deployment. A proven delivery model
average implementation 4–6 weeks.
Week 1
Discovery
Scope, KPIs & success metrics defined
Week 2
Configuration
Platform, integrations and security validated
Week 3
Insights live
100% capture begins, insights flowing
Week 4
Business case
Problems quantified, priorities confirmed
Week 5
Agents deployed
Self-Serve & CSR Assist
go live
Week 6
The loop
Performance compounds automatically
Diagnostics
Agent
Ongoing
Week 1
Discovery
Scope, KPIs & success metrics defined
Diagnostics
Week 2
Configuration
Platform, integrations and security validated
Diagnostics
Week 3
Insights live
100% capture begins, insights flowing
Diagnostics
Week 4
Business case
Problems quantified, priorities confirmed
Diagnostics
Week 5
Agents deployed
Self-Serve & CSR Assist
go live
Agent
Week 6
The loop
Performance compounds automatically
Ongoing
Why enterprises choose Cogentiq CX
Six reasons we stand apart from other solutions
From global banks to healthcare insurers, the same six advantages come up every time.
1
Diagnose first. Automate second.
2
No rip-and-replace
3
Deep enterprise integration
4
Enterprise security and scale
5
Hyper-personalized at scale
6
Industry best practices built in
Production-grade enterprise-scaled measurable results
Production-grade enterprise-scaled measurable results
Average implementation: 4–6 weeks
Average implementation: 4–6 weeks
Deployed across banking, insurance, healthcare, and technology globally.
Deployed across banking, insurance, healthcare, and technology globally.
Healthcare
Healthcare
Large US health insurer
Customer Interaction Insights
From blind-spot auditing to full compliance visibility
Opportunity
Millions of member calls annually, with only a fraction audited, leaving compliance exposure invisible and agent coaching flying blind.
Solution
Cogentiq CX automated transcription, compliance auditing, call reason extraction, and CSR performance analysis across every interaction and channel.
Impact
Near-zero audit coverage became enterprise-wide visibility, eliminating compliance blind spots, slashing auditing cost, and turning every call into a coaching and improvement signal.
Insurance
Large UK general insurer
CX CSR Assist
Turning agent knowledge gaps into a resolved call, in seconds
Opportunity
Agents couldn’t find information fast enough mid-call, driving up hold times, handle times, and supervisor escalations.
Solution
Cogentiq CX gives agents a natural language interface to thousands of knowledge articles in real time, without leaving the call flow. Live within weeks.
Impact
Handle times fell, escalations dropped sharply, and response accuracy reached industry-leading levels, with projected annual savings running into the millions.
Healthcare
Government agency
Citizen Self-Serve
Making hundreds of government services accessible to hundreds of millions of citizens
Impact
Hundreds of millions of citizens can now access government services independently, reducing friction, eliminating language barriers, and extending public service reach without adding operational cost.
Banking
Top bank in Australia
CX Interaction Insights
From fragmented call data to a clear picture of what customers need
Opportunity
Vast call and chat volumes, almost no usable insight, held back by poor transcription, keyword-only NLP, and inconsistent manual tagging.
Solution
Cogentiq CX extracted call drivers, sentiment, and root causes at scale, surfaced through a unified dashboard of actionable trends.
Impact
Transcription accuracy transformed, call-driver identification improved dramatically, and the bank gained its first reliable view into what was driving contact volume, and where to act.
Banking
Top private sector bank in South Asia
CX Self-Serve
Building the region’s largest banking assistant, and scaling it to tens of millions
Opportunity
One of Asia’s largest banks needed self-serve that could match extraordinary customer growth, across products, channels, languages, and transactions simultaneously.
Solution
Cogentiq CX powered an AI assistant across web, WhatsApp, Google Assistant, Alexa, and more, trained on thousands of banking intents with multilingual and voice capability built in.
Impact
The assistant became the largest banking assistant in Asia Pacific, handling tens of millions of queries monthly and completing millions of transactions at industry-leading accuracy.
Healthcare
Government agency
Citizen Self-Serve
Making hundreds of government services accessible to hundreds of millions of citizens
Opportunity
A national agency needed to give citizens access to hundreds of public services, across massive scale and deep linguistic diversity.
Solution
Cogentiq CX powered a voice-enabled multilingual assistant supporting ten languages, letting citizens access services through natural conversation.
Impact
Hundreds of millions of citizens can now access government services independently, reducing friction, eliminating language barriers, and extending public service reach without adding operational cost.
Our experts
Ritesh Radhakrishnan
Client Partner - Products
Krishna Kadiri
Client Partner - Products and Accelerators
Gautam Kumar
Head of Enterprise Sales Cogentiq CX
Lou Boudreau
Head of growth, North America
Diagnose what's broken. Automate what matters.
Let the data decide what's next.
All starting from a single queue.
Diagnose what's broken. Automate what matters.
Let the data decide what's next.
All starting from a single queue.
No full-suite commitment. No displacement of existing infrastructure. Deploy CX Interaction Insights on one queue - get 100% audit coverage in 6 weeks, uncover the highest-impact intents first, and let each cycle of learning reveal exactly what to automate next.
No full-suite commitment. No displacement of existing infrastructure. Deploy CX Interaction Insights on one queue - get 100% audit coverage in 6 weeks, uncover the highest-impact intents first, and let each cycle of learning reveal exactly what to automate next.
Recognition and achievements
Recognition and achievements
Select Fractal accolades
Select Fractal accolades
Named leader
Customer analytics service provider Q2 2025
Named leader
Customer analytics service provider Q2 2025
Representative vendor
Customer analytics service provider Q1 2021
Representative vendor
Customer analytics service provider Q1 2021
Great Place to Work
9th year running. Certifications received for India, USA, UK, and UAE
Great Place to Work
9th year running. Certifications received for India, USA, UK, and UAE
Registered Office:
Level 7, Commerz II, International Business Park, Oberoi Garden City,
Off W. E. Highway Goregaon (E), Mumbai - 400063, Maharashtra, India.
Phone: +91 22 6850 5800
Email: investorrelations@fractal.ai
CIN : L72400MH2000PLC125369
GST Number (Maharashtra) : 27AAACF4502D1Z8
Registered Office:
Level 7, Commerz II, International Business Park,
Oberoi Garden City, Off W. E. Highway Goregaon (E),
Mumbai - 400063, Maharashtra, India.
Phone: +91 22 6850 5800
Email: investorrelations@fractal.ai
CIN : L72400MH2000PLC125369
GST Number (Maharashtra) : 27AAACF4502D1Z8
Fractal's deep domain expertise in AI-enabled contact center transformation gave us a strong head start in leveraging Gen AI to understand customer intents and in building enterprise-grade AI agents. The best part has been the true collaborative spirit with which Fractal has approached the partnership, always extremely responsive, and proactively bringing forward cutting-edge AI developments (eg, voice capabilities) to help us push on the frontiers of innovation.
GM Analytics
Large Bank in Australia
1
Diagnose First. Automate Second.
Diagnose First. Automate Second.
Every automation decision is backed by Interaction Insights intelligence. No failed pilots. No wasted investment on the wrong journeys. Every dollar is justified before it's spent — because we show you the evidence first. because we show you the evidence first.
1
2
No Rip-and-Replace
No Rip-and-Replace
Works alongside your existing CCaaS, telephony, and CRM stack. Cogentiq CX augments what you have — there is no big-bang transformation, no operational disruption, and no requirement to abandon your current infrastructure investment.
2
3
Deep Enterprise Integration
Deep Enterprise Integration
Pre-built connectors for all major contact center platforms — CRM, knowledge bases, ticketing, telephony, and data lakes. Live in weeks, not months. No significant engineering effort required on your side.
3
4
Enterprise Security and Scale
Enterprise Security and Scale
PII redaction, role-based access controls, full audit trails, and flexible cloud or on-prem deployment, built for the security and architectural requirements of regulated industries from the ground up. (Regulated Industry Ready)
4
5
Hyper-Personalized at Scale
Hyper-Personalized at Scale
Every customer interaction is informed by history, lifecycle stage, and preferences. Full LLM and cloud flexibility — choose your own models, your own infrastructure. No vendor lock-in, ever. Your stack, your terms.
5
6
Industry Best Practices Built In
Industry Best Practices Built In
45+ pre-built KPIs, workflows, and compliance frameworks — production-tested across insurance, banking, healthcare, and telecom. You get the benefit of deployments across hundreds of enterprise contact centers from day one.
6
Why enterprises choose Cogentiq CX
Why enterprises choose Cogentiq CX
Six reasons we stand apart from other solutions
From global banks to healthcare insurers, the same six advantages come up every time.
