Recently, Cogito announced updates to its real-time Emotion AI & Conversation AI software. This announcement also highlighted news pertaining to the recent integration with Salesforce Service Cloud. Cogito’s ecosystem integration with Salesforce will further power the homogenized solution this company provides its industry partners while arming the modern contact center with additional real-time support and insights to produce better conversations.
This integration will provide users with greater opportunity to generate more informed and cohesive call experiences. It will also supply front-line customers with the additional options to add personalized, real-time coaching features and guidance cues to their Salesforce Lightning instance and Service Cloud Workforce Engagement. Overall, this integration creates a unified desktop experience that gives agents more freedom to navigate customer calls without clunky desktop distractions.
In addition to Cogito’s integration news, we have also released features that enhance the effectiveness of agents in conversation. These new and improved capabilities of real-time coaching and guidance include:
- New Conversational Cues: Cogito pulls topics from live conversations to provide guidance to agents such as up-sell opportunities or customers at risk.
- Unified Agent Desktop Experience: As agents increasingly balance disparate systems, Cogito enables a unified agent desktop experience. This will enable them to review key customer details in real-time while remaining fully engaged with the customer to provide a seamless, data-driven interaction.
“The latest product enhancements and partner integrations reinforce our desire to augment the workforce and foster genuine human connections by leaning into what makes our company so unique—the decades of research in understanding human behavior and voice and applying it to an industry that can greatly benefit from it” – Josh Feast, CEO, and co-founder of Cogito
For more information about Cogito’s AI Coaching System’s product enhancements and integrations, click here. Check out Cogito’s Conversation AI and Emotion AI software available on the Salesforce AppExchange. See here for a complete list of partner integrations on the Connected Contact Center Ecosystem.