Cogito, a provider of real-time emotional intelligence solutions, has announced significant enhancements to Cogito Dialog — AI that analyzes phone conversations and provides real-time guidance for frontline call center agents to better engage with customers, the company said.
The latest capabilities help support agents through unprecedented call volumes due to the COVID-19 pandemic, with updated in-the-moment guidance features, as well as enriched data visualizations for supervisors — enabling more specific coaching opportunities while managing distributed teams.
Building on existing capabilities, the latest release of Cogito Dialog presents more informative insights and enhanced live guidance, resulting in immediate improvement to customer experience and overall company performance.
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 agents in the world´s most successful enterprises — improving sales results, delivering world-class service and enhancing quality of care. Cogito is a venture-backed software company located in Boston, MA.