United StatesProfessional services2026 – ongoingCognizant Technology Solutions
1Cognizant conversational employee intranet
Cognizant reported 50% fewer support tickets after rebuilding its intranet around AI agents
Problem
Employees navigated disconnected departmental applications to complete routine tasks. Separate AI tools added further fragmentation.
Approach
Cognizant rebuilt 1Cognizant around a conversational interface available on web and mobile. Its neuro-san framework routed requests through a hierarchy of agents connected to enterprise applications, including ServiceNow and PeopleSoft.
Results
Takeaway
The system coordinated access to existing departmental applications through a shared conversation.
Categories
- Size
- Large enterprise
- Industry
- Professional services
- Business function
- Internal work and knowledge managementHuman resourcesIT and R&D
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Cognizant described the architecture and deployment of its employee intranet. It reported a 50% ticket-volume decline within five months and service coverage of 350,000 employees.
Full details are in the original sources.