Cogito Solutions with McKinsey
Drive Empathy in Every Interaction For a Better Customer Experience
Real-time AI driven guidance for Advisors
Cogito’s human-aware artificial intelligence connects to your telephony and instantly analyzes hundreds of conversational behaviors in real time across all of your calls. Cogito’s software platform delivers real-time conversational and behavioral guidance that empowers advisors to project more confidence, competence, and empathy in every customer conversation. The Cogito platform is built on and runs in AWS to support client applications.
Cogito is designed to work with popular contact center platforms for access to audio and call flow notifications. With a connection to the advisor and client conversation cogito can understand and advise on recommended behavior change so the advisor can better serve the customer. Cogito works with platforms both hosted and on premise provided by Amazon, Avaya, Genesys, Cisco, Five9, to name a few.
Real-time AI Driven Guidance for Advisors
Advisors in today’s environment of virtual working benefit from in call awareness of client needs live as they interact with customers. Slide in notifications provide insight on how to adapt in the flow of the call to generate better outcomes.
Pop up or slide in notifications appear to the advisor to raise their awareness for opportunities to improve their interactions with clients. Once acted on, the notifications are hidden from view as they continue to improve their ability to serve clients call to call over the course of their work day. This guidance is like having a supervisor standing by to provide guidance as needed whether working from home or office.
Contact center supervisors gain access to real-time insights on team performance enabling them to “virtually” walk the floor and real time customer experience scores and trends across 100% of guided calls. In these times of distributed workers, this allows supervisors to be in many places helping their advisors all at the same time through the power of AI and machine learning.
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.