In the highly competitive hospitality industry, reputation is everything. This case study outlines how a Fortune 500 hotel franchising company redefined its quality assurance program by leveraging Cogito’s cutting-edge AI.

Specifically, this case study explores:

  • The systematic implementation of Cogito to support the organization’s initiatives
  • Results achieved, including significant improvement in agent consistency, AHT, FCR, and real-time detection of fraud-related cases.