Cogito: Real-Time AI Coaching & Guidance for Contact Centers

Cogito: Real-Time AI Coaching & Guidance for Contact Centers
  • 100 High St. 7th Floor
  • Boston MA 02110
  • United States
  • Year Founded: 2007
  • Ownership: Private
  • Number of Employees: 100 - 249
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Profile

Cogito provides human aware technology to help professionals elevate their performance. Cogito’s AI instantly analyzes hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. The technology is augmenting the emotional intelligence of thousands of contact center agents in the world’s most successful enterprises – improving employee performance, delivering world-class customer service and enhancing quality of care.

Product Description

Cogito’s artificial intelligence empowers contact center agents to be more confident, competent and empathetic in their customer interactions. In addition, contact center supervisors gain access to real-time insights on team performance enabling them to “virtually” walk the floor – driving better employee connections, precision coaching and enhanced team performance.  Enterprise clients, including those in healthcare, insurance, financial services and telecommunications, are experiencing up to a 20% increase in customer satisfaction, a 12% reduction in average handle time and a 6% increase in first contact resolution.

Whitepapers, Archived Webcasts and Sponsored Content

  • The State of Empathy in the Call Center
    Read this Report to gain valuable insights that can help set your organization apart. Forrester has consistently found that emotion is the number one driver of customer loyalty, but how can you leverage this knowledge? Cogito’s State of Empathy in the Call Center report was compiled to explore how companies are adapting their customer experience strategies – including tactics, training and technology – to address growing customer expectations, competitively differentiate their offerings, and drive greater customer loyalty.
  • Elevating Customer Experience with Cogito
    Read this case study to learn how Cogito helped one large health insurer reduce handle times, improve customer satisfaction, and elevate service delivery through real-time emotional intelligence.
  • How Humana Pharmacy Leverages AI to Enhance Member Experience
    In this virtual session, hear from Mark Morse, Vice President of Pharmacy Service Operations at Humana on how his organization leverages AI to Enhance Member Experience. Mark shares his view on the important role that customer experience plays at Humana Pharmacy and how they leverage AI to enhance both the employee and member experience. Learn how Humana Pharmacy works with Cogito to augment their human call center agents with real-time emotional intelligence.
  • The Remote Supervisor: Call Center Coaching In the New Normal
    In this webinar, Cogito’s Chief Behavioral Science Officer, Dr. Skyler Place and Head of Product Marketing, Dave D’Aprile, discuss how leading organizations are overcoming the challenges of working from home and empowering their remote supervisors to “virtually” walk the floor. The latest advancements in call center AI are allowing remote supervisors to maintain agent connections and augment their ability to deliver precision coaching that drives better customer engagement.
  • WSJ: Call-Center Agents Get a Human Touch
    Wall Street Journal: New software aims to improve call-center agents’ performance in real-time, measuring and honing skills like phone etiquette, empathy and patience

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