Customer Service Automation
Cox needed to move beyond traditional IVR flows so customers could explain issues naturally, resolve more requests at first contact, and shift routine support into digital channels without losing context when a live representative became necessary.
Reported impact
Cox improved first-contact resolution, expanded autonomous support into more complex intents, and increased digital-channel usage while making life easier for both customers and agents.
Cox modernized its contact center on Google Cloud with Gemini Enterprise for Customer Experience as the core conversational layer and Cognizant supporting the rollout. The company launched Oliver, an intelligent virtual chat assistant, and Olive, an AI voice agent, on top of Gemini Enterprise for CX so customers could interact through voice, digital, chat, and SMS using plain language instead of fixed phone trees. The platform handles dozens of customer intents, including complex appointment scheduling, and preserves knowledge-base context when issues move between AI and human agents. That architecture also lets Cox shift more traffic into digital support while reducing handle times for employees who receive relevant background information at transfer. The result is a more autonomous service environment that resolves more issues immediately and uses the same conversational foundation across support channels.
Customer requests enter Cox's support channels and are handled by Gemini Enterprise for CX through Oliver and Olive. When escalation is required, preserved context and knowledge-base support are passed to human agents so interactions continue without restarting.
AI was already resolving 32% of these appointment requests autonomously
Cox has seen up to 20% improvement in agent handle times.
Oliver drove a 10% improvement in customer resolution within its first week.
Within a year, Cox achieved a 17% lift in overall resolution
the company chose Gemini Enterprise for Customer Experience (Gemini Enterprise for CX) as the foundation
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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