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NDS Cognitive Labs: Digital Transformation Made Easy
Gustavo Parés, CEOSince digital transformation journeys take time and require capital, organizations need a well-considered strategic implementation plan. Successful transformation is a step by step process that includes building a proof of concept, migrating to the cloud, and more. NDS Cognitive Labs helps clients prioritize and map their transformation journey based on business priorities, and then follows processes proven over dozens of engagements that enable internal teams to analyze data and learn, discover and implement new capabilities.
“Our mission is to provide the best in class services to clients to help them implement best in class technologies at a faster pace and an affordable rate”
With NDS Cognitive Labs, well-funded start-ups, mid-market and enterprise organizations accelerate digital transformation efficiently and cost-effectively, and reap the rewards quickly. By rapidly implementing sophisticated yet affordable conversational AI, cloud, and other solutions, clients achieve competitive advantage, resilience, and growth. These capabilities make NDS Cognitive Labs the go-to partner for organizations looking to rapidly implement digital technologies at the lowest costs amidst to the COVID-19 pandemic. “The pandemic changed the game for the global business community,” says, Gustavo Parés, CEO of NDS Cognitive Labs. “Behaviors changed overnight, and it is the digitally savvy organizations that were able to pivot and come out winners.”
Co-located in the U.S. and Mexico and serving North America, South America, Europe and India NDS Cognitive Labs provides highly skilled technology teams trained in U.S. and global standards through a proprietary database with more than 13,000 technical workers in Mexico, developed over the past decade. With proximity to the U.S., strong cultural affinity and collaborative work ethic, these credentialled professionals implement cloud-based, conversational AI and machine learning solutions in real-time to adopt best practices and increase ROI from customer service, marketing, sales, and logistics. “Our mission is to provide affordable, best-in-class services, for the implementation of sophisticated technologies in the fastest way possible,” adds Parés.
Based on its proprietary database, NDS Cognitive Labs lets clients choose the best development model for their organization and goals.
Turn-key development and implementation services are available in-house through NDS Cognitive Labs, Outstaffing solutions let clients select individuals or teams of technology professionals, and Global In-House Centers help companies establish an impressive physical presence in LatAm staffed with dedicated technologists. Clients manage individuals and teams while NDS Cognitive Labs performs all administrative, HR and compliance functions.
NDS Cognitive Labs and IBM have partnered on several regional projects to define, identify and build talent through international hackathons that identify the best developers in Latin America. “Our professional workforce includes experienced and skilled technicians who work as architects, project managers, and IT directors,” explains Parés. “They hold an impressive array of credentials and are experienced with the latest technologies available through top global technology providers like IBM,” says Parés.
We supply the best talent to help our customers from different industries implement IT projects and support digital transformation initiatives
Serving global clients since 2008, NDS Cognitive Labs offers deep expertise with digital, mobile, and cognitive solutions. Over the years the company’s expertise has expanded to include extensive expertise and experience implementing AI and cloud technologies.
The IBM Partnership Advantage
NDS Cognitive Labs is a partner with IBM which further augments its capabilities as a digital transformation partner, building solutions and intellectual property based on IBM Watson, IBM Cloud and other hybrid cloud offerings. NDS Cognitive Labs offers two central business units. One solely implements technologies connected to IBM Watson, while the other applies the benefits of cloud and artificial intelligence solutions to address specific opportunities like customer service.
Conversational AI solutions powered by Natural Language Processing (NLP) have been implemented across financial services, retail, nonprofit, and hospitality with great success. “Watson’s NLP and other disruptive technologies dramatically improve customer service, engagement and conversion,” notes Parés.
Improving Customer Service with Chatbots
Over the last few years, NDS Cognitive Labs has implemented dozens of virtual assistant solutions, including chatbots based on IBM’s Watson to great acclaim. NDS Cognitive Labs chatbots currently engage with customers in more than eight languages and clients are seeing contact resolutions rates improve by over 90 percent. The company’s chatbots can engage 30,000 users simultaneously and can easily scale to 200,000 users. An interesting finding about chatbots is that 30 percent of consumers on WhatsApp and Facebook messenger use them at night. With 24/7 availability, clients have seen dramatically improved customer service scores. “We use Watson’s expertise with natural language processing in many languages including Spanish, English, and more,” notes Parés. “With 40 million people in the U.S. who speak Spanish, this is a critical customer service and sales tool for thousands of businesses striving to connect with customers in the virtual world.”
NDS Cognitive Labs employs advanced analytics in chatbot implementations to structure data, using machine learning and advanced analytics to provide new and essential information to support critical decision-making.
“The use of chatbots has skyrocketed since the outbreak of the pandemic,” Parés reveals. “For example, financial institutions are using our chatbots to help their customers access services to avoid long lines at bank branches and long wait times at call centers. Chatbots are an exciting component of our digital transformation efforts since they help companies scale effectively and serve more customers.”
NDS Cognitive Labs in Action
NDS Cognitive Labs delivers essential innovation and collaborative team experience for every engagement. “We focus on business results, ” says Parés, “and we show clients how technologies will work with their processes and needs, and how these new technologies will impact their legacy IT infrastructure. We demonstrate how new functionality, business models and unique features can be added to reduce costs and increase satisfaction - non just from customers, but for employees as well.” NDS Cognitive Labs clients typically save up to 12 times more using digital transformation technologies when compared to their legacy approaches.
To illustrate just one success, Parés cites the story of a global bank that required a solution to provide seamless customer service. The client needed to reduce wait times and improve first-contact resolution rates. NDS Cognitive Labs designed the required a solution based on common customer queries through call recordings, email transcripts, and other unstructured content. “We used this unstructured data and applied our methodology to understand how customers communicate with the bank. Then we programmed the chatbot to answer instantly and provide consistency across multiple communications channels,” Parés notes proudly. Within three weeks of the implementation, calls to call centers were reduced by 30 percent, first contact resolution climbed to nearly 90 percent, and queries were resolved nine times faster than before.
NDS Cognitive Labs has been leading the development of cognitive computing and technology innovation in Mexico for the past decades. NDS Cognitive Labs is a founder of the first cognitive computer association in LatAm and has continued to propel the growth and development of technology talent in Mexico through teaching and affiliations with four of the leading technology Universities including Monterrey Institute of Technology, National Autonomous University of Mexico, Universidad Iberoamericana, and Instituto Politecnico Nacional.
Led by international technology experts and educators Gustavo and Ricardo Parés, the co-founder brothers are passionate innovators of superior customer experiences for some of the world’s largest companies including the largest global companies.. Focused on innovation, development and the implementation of advanced technology solutions, the Parés brothers advise clients and teach students in North and South America, Europe, South Korea, and India.
With decades of experience, education, and training in advanced technologies, NDS Cognitive Labs enjoys close partnerships with leading global technology platforms like IBM. Combined with their highly skilled and collaborative technology teams based in Mexico, NDS Cognitive Labs deliver seamless integration, speed, security, and superior value.
November 26, 2020
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