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resolved in 12s ✓
COGNO AI · CONVERSATIONAL SUPPORT PLATFORM

Chatbots that actually resolve

A scalable conversational-AI platform automating enterprise support across six channels — run by ops teams, not engineers.

explore the story ↓ skip to outcomes
SCROLL
↓
( FROM A BUBBLE… )

One widget, every channel

( …TO A WORKSPACE )

A full agent console

✦
Cogno
● online
Hi Aanya 👋 What can I help with?
Where's my order?
cogno.ai / console
CONVERSATIONS
Aanya · order
● live
Rohit · refund
Meera · billing
Out for delivery — arriving by 6 PM 🚚
intent: track_order · 0.96
Reply…↑
AI CONTEXT
Premium customer · order #A-2231 · positive sentiment.
Suggested: share tracking link
01 · THE PROBLEM

Support was drowning in repetition

High volume Long waits Inaccurate bots Painful training Broken handoff No ops control
02 · RESEARCH

We talked to the whole chain

38
interviews
5
personas
6
channels mapped
12
live-floor days
03 · THE INSIGHT

Trust collapsed the moment users couldn't tell whether the bot would help.
Transparency — not raw accuracy — was the lever.

04 · ITERATION

Wireframe → high-fidelity

Hi 👋
resolved ✓
V1 · lo-fiV2 · structureV3 · polishFINAL
05 · THE SOLUTION

A transparent, no-code platform

Confidence shown, handoff one tap away, and every flow editable by ops — across six channels.

( RESEARCH — WHY PEOPLE HATE CHATBOTS )

We Read the Chats People Rage-Quit

Before designing Cogno, we mined transcripts of failed bot conversations, intercepted users right after a bot session, and interviewed the support teams who inherit the mess when a bot gives up.

transcript mining · failed sessions post-chat intercept interviews support-team interviews tone & persona card sorting
“I ask one question and it hands me four buttons.”
— intercept interview · after a failed bot chat
→ Free text first. Quick intents assist the conversation — they never replace it.
“I type ‘human’ three times in every bot chat. It's a reflex now.”
— transcript mining · recurring pattern
→ Honest, visible handoff logic — the bot offers a human before you have to beg.
“Nobody on my team can read ten thousand chats a month.”
— support lead · team interview
→ The dashboard — intents, gaps and sentiment summarized, not scrolled.
“It answers in corporate. Our brand doesn't talk like that.”
— brand owner · persona card sorting
→ The persona system — every deployment gets a voice, not a template.
( DESIGNING THE IN-BETWEEN )

A conversation, as you scroll

✦
Cogno
● online · WhatsApp
Hi Aanya 👋 What brings you in today?
my order hasn't arrived 😟
intent: track_order · 0.96
Out for delivery — arriving today by 6 PM 🚚
📦Track live · #A-2231open →
oh perfect, thank you! 🙌
Anytime ✨ Did that solve it?
👍 Yes👎 No
( WATCH IT THINK )

One message, end‑to‑end

PHASE
Ask
Ask
Understand
Respond
Hand off
Summarize
✦
Cogno
● online · WhatsApp
#A‑2231
third time my order's late this week 😤
reading order history · intent: track_order · 0.96
Track live 📦 Talk to a human
honestly I'd rather talk to someone
handing to a human · priority
P
Priya joined · Billing
Hi Aanya — I see the credit's applied. I'll personally track this one to your door. 💛
✦ CONVERSATION SUMMARY
Issue · repeated late delivery (3×)
Action · tracking shared, ₹150 credit applied
Handoff · Priya, Billing — owning to delivery
Sentiment · recovered ↑
( VOICES FROM THE FLOOR )

Five people, one platform

CUSTOMER
“I just want to know if my problem will get solved — or if I'm wasting my time.”
SUPPORT AGENT
“By the time it reaches me, the customer's already repeated everything twice.”
OPERATIONS
“Every tiny bot change means filing a ticket and waiting on engineering.”
BUSINESS ADMIN
“I can't see what's failing, so I can't tell what to fix first.”
CS MANAGER
“Deflection is great — until it quietly tanks CSAT and nobody notices.”
( SHIPPED — IN THE WILD )

The bot, on real channels

Block-my-card flow on a phone — verify last 4 digits, block the card, confirm by SMS, offer a replacement
BLOCK MY CARD · ANY CHANNEL
The flagship flow — verify, block, confirm by SMS, then offer the replacement. The same script runs on Instagram, Twitter and Messenger.
WhatsApp commerce bot — product catalogue, cart and payment inside a WhatsApp conversation, with the builder's item-details panel
WHATSAPP COMMERCE
A full catalogue, cart and payment without leaving WhatsApp — configured in the builder, monitored live.
( EARLY SIGNALS · PRODUCT )

What moved first

BOT AUTOMATION RATE
Climbing, week over week
0%
↑ from 28%
WK 1WK 4WK 8WK 12
↓0%
Average resolution time
↑0%
Bot automation rate
↓0%
Developer dependency
0×
Faster bot deployment
( OUTCOMES · BUSINESS & CUSTOMER )

It paid off

↑0%
Customer engagement
↑0%
Operational efficiency
↓0%
Support cost
↑0%
Customer satisfaction

Automation that still feels human.

Let's talk → ← back to the studio
CASE 02 — COGNO AI · CONVERSATIONAL AIANJALI SRIVASTAVA · 2026