#contactcenterworld, @CogitoCorp
Boston, MA, USA, Dec 9, 2020 -- Cogito, a provider in AI Coaching Systems for the enterprise, announced a significant leap forward in its human-aware technology. With enhancements, including a novel approach to AI called Signal-Based Machine Learning, Cogito’s coaching system understands human behavior, provides personalized contextual guidance and powerful insights throughout the call center ecosystem.
"The last few years have seen incredible disruption for employees and customers alike. Enterprises that deeply understand and respond with empathy and heightened emotional intelligence will lead their industries for a long time to come," said Josh Feast, CEO and Co-Founder of Cogito. "The overwhelming shift to work from home has left employees isolated and customers disconnected, highlighting the need for technology that understands and supports empathic interactions. Our AI Coaching System augments each employee to help them remain motivated and engaged, no matter where they are. It provides novel behavioral insights to organizations to deliver empathy on an enterprise scale -- something that just wasn’t possible before."
Organizations are tasked with supporting newly structured and located teams and clients in a way that fosters positive customer interactions and delivers results. This has led to the emergence of the Empathic Enterprise, organizations that prioritize the well-being of their customers and employees by ingraining emotional intelligence at all touchpoints, ultimately leading to greater engagement and better business outcomes. The remote work environment has made it more difficult to establish and maintain empathy at scale and has accelerated the need for technology to bridge the gap between physically distant humans. This environment has increased demand for the AI Coaching System, which is designed to systematically understand and guide professionals based on their unique strengths, weaknesses and circumstances.
#contactcenterworld, @CogitoCorp
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Cogito:
Cogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Published: Friday, December 11, 2020
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