Customer Service Automation
Cox Communications needed to modernize a high-volume chatbot and IVR estate so customers could get accurate, relevant answers across preferred channels without overloading live support teams.
Reported impact
Cox raised automated resolution across chatbot and IVR channels, sharply increased customer adoption of self-service, and created a scalable AI-first contact-center model that frees live agents for more complex issues.
Cognizant rebuilt Cox Communications' conversational support stack around Google Cloud Contact Center as a Service (CCaaS) and Google's Gemini Enterprise for Customer Experience so chat and voice bots could serve customers consistently across digital, SMS, chat and IVR channels. The team migrated Cox's Oliver virtual assistant off the legacy Khoros environment and onto an AI-first architecture using UJET for agent-assisted support, Google Dialogflow CX and playbooks for deterministic flows, and intelligent routing that decides when to use rule-based workflows versus generative responses. SmartHelp troubleshooting and bill-pay automations handle common requests in self-service, while the shared AI foundation also powers Olive, a generative IVR bot that launched first for service appointments and then expanded to dozens of intents. The platform creates a single operating model for self-service, escalation and continuous bot optimization across Cox's contact center.
Customer questions arrive through chat, digital, SMS and IVR channels in Google CCaaS. Intelligent routing and Dialogflow CX send each request into rule-based playbooks or Gemini-powered responses, while SmartHelp and bill-pay automations resolve common needs in self-service. When the request is voice-based, the same foundation powers Olive; when it needs assisted care, UJET supports the handoff to live representatives.
“Cognizant created an AI-first channel to ensure the telecom giant’s chat and voice bots deliver accurate, relevant information to customers.”
“Cox decided to adopt Google’s Gemini Enterprise for Customer Experience (CX) for its flexibility.”
“Hybrid AI approach with Google Dialogflow CX and playbooks, using rule-based workflows for structured customer requests and gen AI for more complex conversational interactions”
“The bot’s increased context awareness drove an 8x increase in customers’ use of the chatbot channel.”
“The voice bot debuted with a single intent: allowing customers to schedule appointments for service.”
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Revelio states Cox Communications, Inc. employs 15,726 people worldwide as of March 2026.
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