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."
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: Monday, January 30, 2023
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