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The Stakes of Human Interaction Have Never Been So High
In our world ruled by CX, every customer interaction is critical. The massive push of simple inquiries to self-service and automation has left the complex ones to your customer service representatives. To make matters worse, most are escalations from self-service or requests for assistance from digital processes. In both scenarios, customers couldn't complete what they were trying to accomplish and start their conversation with an agent, upset or frustrated.
The Pressure to Transform Customer Service into Sales Gold is Universal
The challenge lies in empowering customer service agents to recognize and act on up-sell opportunities during calls, while maintaining customer trust and adhering to compliance standards. Achieving this balance is complex, as it involves seamlessly integrating sales into customer support without detracting from the service experience.
The Weight of Expectations Leaves a Heavy Burden on Frontline Teams
The pressure on agents to manage diverse products can erode quality and morale, triggering a direct impact on customer satisfaction. This underscores the necessity for a real-time coaching and guidance solution. Empowering agents with real-time tools not only boosts their morale but also ensures customers receive exceptional service, strengthening the vital link between employee well-being and customer satisfaction.
Your Agents Need Better, Human-Centered Tools
Cogito was founded in 2007 from MIT research on how to give frontline teams tools to handle difficult conversations. We pioneered Emotion AI - the ability to analyze the voice to understand a speaker's emotional state and deliver recommendations to steer the conversation - on the challenging issue of helping veterans with PTSD and other mental health disorders. We equipped nurses to more accurately identify symptoms of depression and risk levels for suicide during routine calls. Using Emotion AI, they could listen beyond the words and hear the emotion in the tone of veterans' voices.
Cogito’s AI+
Emotion AI to Deepen Relationships
Analyzing over 200 voice signals
Identifying words & phrases featuring expressed emotions
Conversation AI to Execute Flawless Workflows
Words & topics describing process and procedures
Sales offerings and upgrade specials
Generative AI to Share Knowledge Across Operations
Stay abreast of every customer with Call Summarization
Proactively identify new areas of efficiency with Topic Discovery
Take CX to New Heights With Human-Centered AI
Cogito's powerful acoustic and lexical AI models don't stop at giving nudges to agents. They measure the customer experience in real-time and for all calls, a breakthrough from legacy post-call survey methods.
CX measured on every call delivers the data for personalized coaching and development plans, essential to growing and retaining your employees. Cogito monitors the well-being of your associates, alerting team leaders to the risk of fatigue or potential burnout situations.
Combining Emotion, Conversation, and Generative AI helps customer service teams deliver better experiences, become better professionals, and be happier at work.
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