It’s obvious by now that AI tools can be leveraged for huge cost-savings in contact centers. They’ll definitely impact the bottom line, but how will they impact the customer experience?

After a year where the emergence of technology like generative artificial intelligence (AI) has sent ripple waves across the customer service industry, many have begun to fear that AI is here to replace human agents…

As we recognize the first anniversary of OpenAI’s launch of ChatGPT in November, it’s evident that generative artificial intelligence (GenAI) technology, which powers tools like this, has ignited quickly in just one year…

Cogito, the leader in real-time AI coaching and guidance for the enterprise, today announced it has secured new funding to help advance features aimed at better supporting agents in the contact center and improving customer experiences.

As the number of ways to interact with customers expands – alongside customer expectations – managing the customer experience is becoming more complex…

In today’s job market, employees have more say over their work experiences than ever before, including where, when and how they work…

Multi-year agreement sees Cogito’s real-time AI guidance integrated with the company’s internal CRM to support thousands of additional frontline agents.

Cogito continues to drive exceptional return on investment (ROI) for customers, leading to expanded and strengthened relationships with world’s largest brands.

Cogito, the leader in real-time coaching and guidance for the enterprise, today announced a partnership with Medallia to deliver significant improvements in enterprise contact center experiences for both customers and agents…

There are a variety of different ways customers can contact businesses when they have a complaint or concern…

AI is everywhere. Bill Gates tells us its transformative power is “every bit as important as the PC, as the internet…”

How sentiment analysis can improve the customer experience, how brands are using it, and the challenges that must be overcome.

Sheri Greenhaus, Managing Partner of CrmXchange discussed Cogito with Joshua Feast, CEO and Co- founder at Cogito…

Josh Feast, is the CEO and Co-Founder of Cogito, an enterprise that combines Emotion and Conversation AI into an innovative platform that provides real-time coaching and guidance to contact center agents…

Here are 100 fresh statistics about the state of customer experience in 2023…

Cogito, the leader in real-time coaching and guidance for the enterprise, announced a new twist on generative AI applications combined with real-time supervisor alerts…

It’s undeniable that customer experience (CX) is directly impacted by employee experience (EX)…

How AI can assist call center agents to offer better customer experiences…

Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement…

Cogito, the leader in real-time coaching and guidance for the enterprise, announced its Employee Experience (EX) Score…

A look at some use cases, challenges and solutions for implementing generative AI in contact centers…

Emotion AI, also known as affective computing, is a wide range of technologies used to learn and sense human emotions with the help of artificial intelligence (AI)…

Is it just me, or do call center agents seem burned out lately?

Today we’re going to talk about the relationship between human empathy and conversation AI…

Between customer complaints and requests for perks, discounts, and upgrades, telecommunications contact centers face unique challenges…

Cogito, the leader in real-time coaching and guidance for the enterprise, today announced a top U.S. health plan has renewed its agreement with Cogito through 2026…

During a recent training on crisis management our instructor – a dyed-in-the-wool Artificial Intelligence (AI) enthusiast – spent an inordinate amount of time praising ChatGPT…

The employee experience must be a top priority for business leaders in the coming year. Let these key principles guide your strategy…

Product enhancements include a combination of topic-based machine learning models, self-service admin for easy topic generation, real-time transcription with emotion AI markup, and PCI/PII redaction…

Joshua Feast, CEO of artificial intelligence (AI) technology provider Cogito, said that focus on the emotional journey is critical to driving better customer satisfaction…

It’s that time of year again, when artificial intelligence (AI) leaders, consultants and vendors look at enterprise trends and make their predictions. After a whirlwind 2022, it’s no easy task this time around.

The financial institution is the latest customer to leverage Cogito’s emotion and conversation AI technology in delivering customer experience…

Cogito, the leader in real-time coaching and guidance for the enterprise, announced the addition of one of the nation’s largest military-focused financial institutions as a new client, furthering its growth in the banking and financial services sector…

Customer experience has taken on a new level of importance for brands in 2022. Let’s take a look at eight customer experience statistics you need to know…

Technology serves as a way to bridge the gap between the physical and digital worlds. It connects us and opens up channels of communication in our personal and professional lives.

Today’s interview on the podcast is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers…

The past few years have been turbulent ones for workers around the world, and with the current economic uncertainties more challenges will likely be faced….

Tailoring your customer service approach based on customer preferences is not a new concept. Brands have long realized the value of meeting individuals where they are—whether in brick-and-mortar stores, app-based or online platforms, or over the phone…

As the mounting pressure to attract and retain customers keeps leaders up at night, customer experience (CX) teams increasingly lean on technology advancements and digital-first tools to improve service interactions, with real-time support at the center of these adoption efforts.

Cogito, the leader in real-time coaching and guidance for the enterprise, announced a new and enhanced solution targeted…

Customer service interactions can make or break an individual’s perception of a company and willingness to return. It remains critical for leaders to understand how less than satisfactory experiences impact customers, their loyalty and their likelihood to come back…

As part of our series about the future of Artificial Intelligence, I had the pleasure of interviewing Josh Feast Josh Feast is the CEO and Co-Founder of Cogito…

Cogito announced it successfully deployed its emotion and conversation AI platform to a Fortune 25 customer’s 30,000 plus agent workforce, the largest deployment of its kind in the contact center industry…

Take these five actions to meet the demands of today’s customer and agent. In these stressful times, we all need supportive, empathetic customer service. The agents who are charged with providing us this care are also under great stress…

AI offers up a mixed bag of risks and advantages. Here’s what your customers expect when you use it…

The enhancements and improved platform flexibility enable leading organizations to deliver enhanced customer experience and provide deeper agent support

Whether or not hybrid work is deemed successful varies greatly today. Many industries have found the right technology, solutions and processes that allow their organizations to thrive in an entirely new way of working…

State-of-the-art machine learning and artificial intelligence (AI) systems have achieved significant technological advancements in recent years alongside the technology’s growing interest and widespread demand…

Josh Feast, MIT alumnus and CEO and co-founder of AI company, Cogito joins me on the Tech Talks Daily podcast to share his story and how the human-AI relationship will define the future of work…

Customers can now benefit from the power of Emotion AI for real-time coaching, guidance and continuous CX and EX measurements

Today, 70% of employees admit they feel more isolated than ever before while working remotely, signaling the toll hybrid work is taking on mental health

Over the past two weeks, emotions have run high around the evolution and use of emotion artificial intelligence (AI), which includes technologies such as voice-based emotion analysis and computer vision-based facial expression detection…

It’s easier to trust data you can understand. Hear from Raj Gupta, the Chief Engineering Officer at Cogito, about understandable AI.

The internal promotions celebrate the strategic and driven leaders committed to Cogito’s growth.

More organizations will tune into the far-reaching benefits of a symbiotic human-AI relationship in the coming year. Here’s how.

New research provides clues as to how brands should respond to customers’ feelings about data, privacy, and the use of artificial intelligence (AI).

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources.

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources.

Natural language processing (NLP) and conversational AI are often used together with machine learning, natural language understanding (NLU) to create sophisticated applications that enable machines to communicate with…

We all fear our smartphones spy on us, and I’m subject to a new type of surveillance. An app called TapCounter records each time I touch my phone’s screen…

Many of us have been that frustrated, disappointed or eager customer on the other end of a customer service call. We can feel whether or not the representative is truly engaged and trying to connect to solve the issue…

It’s hard to fathom all that has unfolded during the pandemic and the impact on future workplaces, especially when there is no rulebook to follow…

As AI begins to play a much larger role in our daily lives, informing healthcare decisions, making recommendations and helping employees make more informed, faster decisions, it becomes more important that ethics and morality are built into AI applications…

Josh Feast, MIT alumnus and CEO and co-founder of AI company, Cogito joins me on the Tech Talks Daily podcast to share his story and how the human-AI relationship will define the future of work…

Dr. John Kane, Head of Signal Processing & Machine Learning at Cogito, explains the challenges brought on by the oft-repeated truism “speech is more than text”, and how Cogito addresses these challenges…

BOSTON–(BUSINESS WIRE)

Amazon Connect is an easy-to-use omnichannel cloud contact center that helps businesses provide superior customer service at a lower cost…

Over the past year there has been a great deal of talk about both automation and machine learning (ML). However, it has become increasingly common to see the two together particularly in the form of automated machine learning, or AutoML…

AI, which is primarily known as Artificial Intelligence, is a gain in today’s workforces. Artificial Intelligence can manage repetitive and mundane tasks across companies, freeing up individuals in IT, marketing, HR, and other creative exercises that help resolve complex issues and focus more on achieving desirable work done…

Emerging technologies meet both advocates and resistance as users weigh the potential benefits with the potential risks. To successfully implement new technologies, we must start small…

Call centers everywhere are experiencing a significant change as hybrid work becomes increasingly popular — a shift fueled by the complexities of remote work…

Cogito, the leader in AI Coaching Systems for the enterprise, today announced the appointment of its new Chief Engineering Officer, Raj Gupta…

This week on JobMakers, Guest Host Jo Napolitano talks with Josh Feast, the CEO and Co-Founder of Cogito, a Boston-based software company…

The founder of Cogito offers simple ways employees can tactfully manage up for the future of work, ultimately evoking empathy and connection…

You can use conversation intelligence to deliver customer experience (CX) insights at scale, improve CX behaviors at scale, and accelerate your revenue engine…

When we speak about artificial intelligence, most people associate it with “something smart.” From voice assistants capable of finding the answer to any question and self-driven cars to cutting-edge fridges…

When call centers were first emerging, they were viewed as a necessary evil—organizations sold products and services to customers, and those customers needed to be served and supported…

Over the past year there were three distinct phases of change within these centers. One was adapting to a remote workplace, the second was implementing new technology to enhance the customer and staff experience…

Cogito, the leader in AI Coaching Systems for the enterprise, today announced that Aviva Canada has selected Cogito’s AI Coaching System…

Over the last 12 months, we have seen a surge in investment in Artificial Intelligence (AI) enabled customer self-service technologies as brands have put in place tools that have helped deflect calls away from their support teams and allow customers to self serve…

Customer data gives you a clearer picture of your audience. Just knowing the basic demographics of your customers helps you identify the right channels to target and refine your messaging.

Cogito, the leader in AI Coaching Systems for the enterprise, today announced the appointment of its new Chief Financial Officer, Doug Wendell…

Cogito, the leader in AI Coaching Systems for the enterprise, today announced the appointment of its new board member, Susan Carstensen.

Cogito, the leader in AI Coaching Systems for the enterprise, today announced the appointment of Mark Leonard to Executive Vice President of Customer Success…

AI and broadband were already eating retail for breakfast. In the first half of 2019, we saw 19 retailer bankruptcies. And with the COVID-19 pandemic, the retail apocalypse is only accelerating.

Jim Nystrom, Chief Sales Officer at Cogito talks about a few pertinent ways for sales and marketing teams to drive better alignment and processes in this quick chat.

BOSTON–(BUSINESS WIRE)–Cogito, the leader in AI Coaching Systems for the enterprise, today announced a significant leap forward in its human-aware technology

As customer service teams contribute more significantly to a brand’s bottom line, technology is playing a bigger role in their day-to-day workflow…

New software aims to improve call-center agents’ performance in real-time, measuring and honing skills like phone etiquette, empathy…

Why the Secret to Making Customer Service More Human Isn’t Human at All. Welcome to the age of A.I.-driven empathy…

Cogito winner of CCW Excellence Award for Disruptive Technology of the Year…

Bias mitigation is a fairly technical process, where certain techniques can be deployed depending on the stage in the machine learning pipeline…

You got a little too caught up in Instagram and lost track of time. You dash over to your home office to quickly log into to work hoping no one will notice your….

Josh Feast, CEO and Co-Founder, Among 100 Most Intriguing Entrepreneurs at 2020 Builders + Innovators Summit…

During the first-ever virtual ICMI Contact Center Expo, the winners of the 2020 ICMI Global Contact Center Awards were announced…

Researchers are exploring ways to use people’s voices to diagnose coronavirus infections, dementia, depression and much more…

Conversational AI Based On Nonverbal Cues Can Be More Effective…

Customer-First Enterprises Can Provide In-the-Moment Behavioral Guidance and Measurement to Call Center Employees…

It Is High Time to Integrate Data-Driven Analytics with Emotional Analytics for Better Customer Experience (CX)…

Banks and credit unions have increasingly been using artificial intelligence that discerns and analyzes emotion to pick up elusive signals over text, audio and video…

The latest tools have the potential to transform the performance of contact center agents…

While many countries are still grappling with the first wave of infections from the coronavirus pandemic, lockdown conditions in many other countries are easing…

As we’ve been forced to practice social distancing during the past two months, people have realized how much they crave human connection…

Using AI solutions to detect customer sentiment may offer positive results–like better service, greater revenues, and stronger brand loyalty…

COVID-19 struck fast and hard. And most of us had to hit the ground running to accommodate our attitudes and habits as we started working from home…

How remote working sensitizes us to one another despite social isolation…

Practical tips by current executives to help simplify your leadership…

CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards…

David Sudbey’s three decades in customer experience and voice technology to propel company’s next phase of growth…

MIT-spinoff has developed an artificial intelligence software product that can analyze emotional and behavioral cues of customers and agents who talk to each other on call-center phones..

Recipients of the 2020 CUSTOMER Products of the Year Award Announced…

Award winners in the 14th annual Stevie® Awards for Sales & Customer Service are listed by category, arranged in the following groups of categories…

Any examination of bias in AI needs to recognize the fact that these biases mainly stem from humans’ inherent biases. The models and systems we create and train are a reflection of ourselves.

Cogito announces a strategic reseller partnership with Concentrix, a technology-enabled global business services company specializing in customer engagement and improving business performance for the world’s best brands.

Research has shown that behavioral signaling is largely universal – not only across cultures, but across species too. Based on this knowledge, Cogito Corp. has created an AI technology to analyze how humans interact with each other during conversations.

Cogito provides human aware technology to help professionals elevate their performance. Take a tour of their beautiful office space located in Boston.

When being empathetic is your full-time job, burning out is only human.

Cogito, a leader in real-time emotional intelligence solutions, today announced it raised $20 million in growth equity funding.

In a shocking twist when it comes to the world of artificial intelligence, robots are now teaching humans how to be more humane.

For about 1,700 agents at the call center of Humana Pharmacy, the software called Cogito is becoming part of their work lives.

Organizations are beginning to grasp the severity of burnout and the impact it has on your life and health in the long term.

Cogito announces the appointment of Jim Nystrom to Chief Sales Officer.

Cogito – an artificial intelligence program designed to help customer service workers communicate more clearly, empathize with frustrated callers, and improve their overall performance.

The goal of automation has always been efficiency. What if artificial intelligence sees humanity itself as the thing to be optimized?

Across industries, AI is transforming the way we work, with programs that can analyze thousands of data points instantaneously, and, ideally, help us do our jobs — or even help us get one.

Cogito, an application that analyzes behavioral signals in voice conversations to improve interactions with enterprise customers and monitor mental health patients.

Emotions are our most human quality, but what if we could teach AI to understand our feelings? The goal of artificial intelligence (AI) research has shifted over the years…

BOSTON–(BUSINESS WIRE)–Cogito, the leader in augmented intelligence, today announced it raised $37 million in Series C growth equity funding…