Voice-analytics software helps customer-service reps build better rapport with customers

Customer service calls can be frustrating for consumers and agents alike. But MIT spinout Cogito believes it can use behavioral analytics to make those experiences less onerous.

Cogito has developed voice-analytics software for call centers — refined through years of research that focused on human behavior — that tracks, in real-time, voice patterns of customers and agents, and offers feedback to make the conversations more productive.

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