1. CUSTOMER CARE AUTOMATION
COMPLAINT AUTOMATION SOLUTION
2013

2. 1.- THE PROBLEM
COMPLAINTS ARE ISSUES FOR COMPANIES
Costly, rigid and long complaint care processes dramatically impact in Business P&L
Heavy • Big volume of complaints with hundreds of call center operators
complaint • Problems with operator’s training, retention and dimensioning
cost • Lack of standardised processes, manual and non efficient processes
• Long processes finishing with refund
Heavy refund • Refund tactics for commercial reasons
cost
• Customers overpaid
High • Complaints misunderstanding
customer • Lack of complaint immediate resolution and long processes
churn rate
• Customer frustration & disloyalty
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3. 2.- OUR SOLUTION
A DISRUPTIVE INNOVATION IN COMPLAINTS MANAGEMENT
Automated complaint resolution web service based on Artificial Intelligence and Big Data
Natural Language Recognition Big Data Learning & Negotiation Systems
> 50% complaints can be automated and have instant resolution
with higher accuracy ratio than human resolution
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4. 2.- OUR SOLUTION
A DISRUPTIVE INNOVATION IN COMPLAINTS MANAGEMENT
Easy to install, configure, secure and scalable
 Multilanguage solution
 Multichannel complaint entry
 Front and Back End Solution
 Web Service in Cloud
 Interfaces with CRM ERP
 Data encrypted with latest generation of certificates
 Flexible customisation
 Pilot and roll out implementation
 Online complaint tracking and reporting
 SaaS model
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5. 3.- BENEFITS OF THE SOLUTION
TRANSFORMING THE COMPLAINT IN TO CUSTOMER VALUE
Transforming your complaints resolution in to your competitive advantage
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Complaint Complaint Customers Customers
Refund cost
cost volume satisfaction churn rate
reduction
reduction reduction increase reduction
• Labour cost reduction • Classifying automation • Refund standardised processes • Faster & convenient resolution • Higher customer satisfaction
• Direct & indirect costs reduction • Immediate resolution • Immediate validation refund • SLA’s improvement • Customer loyalty improvemen
• Flexible operational model • Real time alarm reporting • Flexible refund policy • Brand reputation improvement • Customer value improvement
Standardised complaints automation
Team’s optimisation & focus in complex
Customers Big Data knowledge complaints resolution
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6. 4.- MARKET TARGETS
SECTORS AND COMPANIES
B2C sectors with high volume of complaints and high customer value
MAIN SECTORS
 Telecoms
 eCommerces
 Travel
 Financial & insurance
 Utilities
TARGET CLIENTS
 B2C Blue chip companies
 High volume of complaints
 Broad international scope
 Stable complaining pattern
 Innovative and tech early adopters
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7. 5.- SOLUTION IMPLEMENTATION
PILOT AND ROLL OUT
We reduce risks implementing a pilot, building a strong Business Case and implementing a roll out
PILOT IMPLEMENTATION
Business Case Business Case
Demo Pilot & Test Roll out
“as is” “to be”
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8. 6.- BUSINESS CASE
COMPANY “A”
40% savings in complaints costs & refund costs, 50% churn rate reduction and 55% customer value retention
WITHOUT COGNICOR WITH COGNICOR
COMPANY “A” • Complaints per year 1,000,000 1,000,000
• Complaints volume reduction due to automation - 10%
• Cost per complaint non automated € 30 € 30
• Complaints automated - 50%
• Cost per complaint automated - € 10
• Refunded complaints 30% 30%
• Refund cost € 22 € 15
• Unique customers with complaints 800,000 720,000
• Churn rate customers with complaints 20% 10%
• Life time customer value € 500 € 500
Complaints cost per year Refund cost per year Yearly customer value lost due to churn rate
40% savings
40% savings
55% retention
€ 12 m € 2,6 m
€ 44 m
€ 30 m € 6,6 m € 80 m
€ 18 m €4m
€ 36 m
Whithout Whith Whithout Whith Whithout Whith
Cognicor Cognicor Cognicor Cognicor Cognicor Cognicor 7

9. 7.- WHAT CLIENTS SAY ABOUT COGNICOR
“... Cognicor solution is what we were looking for caring our complaints. Cost efficient
and customer value oriented. I never saw something like this before... “
Mr. García de Diego, Internet and SM Head
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10. 8.- ABOUT US
Transforming your complaints resolution in to your competitive advantage
COGNICOR
 Launched 2012
 Spin-off from the Artificial Intelligence Research Institute (IIIA-CSIC)
 Accelerated by
 Talented team with PhD in Artificial Intelligence, MBA from top tier Business Schools and experience
in B2B CRM solutions.
BEST AWARDS
 2012 Best European Tech Start-up awarded by the European Commission
 2012 Early Stage Company prize at Americas Venture Capital Conference
 2012 Wayra Barcelona Start up
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11. 9.- CONTACT
Mr. Yago Llaquet +34 639-186-036
CogniCor
yago.llaquet@cognicor.com
Torre Telefónica Diagonal 00
11th floor
Plaza de Ernest Lluch i Martín 5
08019 Barcelona
Spain
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