This case study lays out the strategy of how one of the world’s most known and respected FinTech brands approached their transition to a work-from-home call agent model, while maintaining industry-leading customer service.

Follow their outline from start to finish as you learn how the company leveraged Cogito’s real-time AI coaching system to drive key business KPIs, like improvement of customer NPS and reduction of AHT.

Specifically, this case study explores:

  • A three-pronged approach to better employee and customer experiences
  • Ways to inform business leaders with more holistic data on CX
  • How an AI coach results in more emotionally intelligent customer service
  • The notable results seen within 8 weeks of deploying Cogito