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News : Cogito Enhances Conversation AI, Bolstering Real-Time Agent Assist and Coaching Capabilities

#ContactCenterWorld

Boston, MA, USA, Jan 2023 - Cogito, the real-time coaching and guidance for the enterprise, announced its latest product to transform real-time conversation intelligence in the contact center. Deployed to tens of thousands of agents, including a Fortune 25 telecommunication customer’s 30,000-agent workforce, the deployment of its kind, the suite of solutions creates a new standard for technology’s role in supporting contact center agents and team leaders.

Cogito’s Conversation AI is designed to complement its Emotion AI and Customer Sentiment CX models. The AI agent assist and coaching solution can detect over 200 voice and behavioral signals in speech and can effectively recommend how to respond when key topics of conversation are discussed. Specifically, the new features alert agents to helpful resources and knowledge articles to support the next action in real-time. Further, the solutions successfully direct operations to manage and support their workforce, tapping into self-service admin portals to adapt conversation themes by the line of business, team, or skill group. This control gives the power to respond promptly given dynamic conditions in the contact center.

"Contact center agents and their leaders take the brunt of the service experience, with customer interactions becoming increasingly complex," said Joshua Feast, CEO and Co-Founder of Cogito. "We view seamless integrated conversation AI and emotion AI capabilities as necessary to support today’s workforce. With over a decade of advanced R&D, we differentiate based on our ability to go beyond traditional speech analytics. Our unique combination of behavior insights and real-time natural language processing has culminated into a agent assist and coaching platform that we continue to add to and expand upon. The conversation AI solutions announced today are another step forward for the company and our ability to deeply assist an industry that needs human-centered support and guidance."

#ContactCenterWorld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Cogito:
Company LogoCogito 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.
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Today's Tip of the Day - Let Your Agents Do the Talking

Read today's tip or listen to it on podcast.

Published: Monday, January 30, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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