Cogito Corporation - Contact Center Solution – New Version

Company: Cogito Corporation, Boston, MA
Entry Submitted By: PAN Communications
Company Description: Cogito is an MIT spin-off that created an AI coach to make humans more emotionally intelligent in the call center. Based off comprehensive research of animal communication and ‘honest signals,’ Cogito uses voice-based AI to analyze behavioral cues (i.e. pitch, tone, turn-taking) and provide in-the-moment feedback during conversations, guiding individuals to have better interactions.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version

Nomination Title: Cogito Dialog

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

Based on advanced research from MIT, combined with data from millions of sales and service calls analyzed, Cogito offers one of the only Artificial Intelligence (AI) platforms that truly understands human behavior. Cogito Dialog senses two-way conversational behavior – between phone professionals and customers – through live voice analysis. Detecting more than 200 behavioral signals within milliseconds, Cogito analyzes not just what is said, but how and provides in the moment guidance to improve a phone professional’s performance – ultimately improving company performance and the overall customer experience.

With automatic, in the moment notifications, Cogito not only augments emotional intelligence for frontline workers, but it’s real-time analytics provide objective insights into phone professional behavior and customer experiences that increase employee productivity in the call center and customer loyalty:

• For Managers, Cogito enables opportunities to coach high-performing agents on consistency and low-performing agents to become higher-performing – positively impacting a company’s entire call center.
• For Executives and analytics teams, Cogito provides meaningful insights into the emotional state of their customers – and the correlation of that emotion to key business outcomes.

The impact of employing Cogito Dialog can be found through its implementation at Fortune 500 companies, such as Humana and MetLife:

Humana saw significant improvements after deploying Cogito Dialog:

• 14-point increase in its Net Promoter Score
• 5% improvement in “Perfect Call” scores
• 6.3% improvement in issue resolution
• 17% reduction in average handle time

These positive results led Humana to expand real-time AI coaching with Cogito to more than 2,000 customer service agents. Further and most recently, with the assistance of Cogito’s deployment, Humanawon the Customer Experience Professionals Association’s CX Innovation Award.

For MetLife, Cogito helped enhance customer interactions in real-time, increased employee engagement and improve customer experience. With the assistance of Cogito Dialog, MetLife was awarded Bronze in the Big Data and Artificial Intelligence category at the Accenture EFMA Innovation in Insurance Awards.

Since July 2018, Cogito has continued to enhance and add human-aware models that better capture and guide conversational behavioral – for example, when a phone professional:

• Is not speaking with confidence Cogito provides guidance as to how to respond to a customer more effectively and speak at a more proper pace
• Is speaking at a pace that is improper or mismatched to a customer with which they are conversing
• Is being perceived by a customer as apathetic and low energy, Cogito helps re-engage in the conversation
• Continuously interrupts a customer, it prompts to be a more effective listener
• Has been speaking for too long without interruption - guiding them to stop and check in with a customer for comprehension

Additional updates during this timeframe also include:

• Enhanced detection of customer emotion and the need for empathy within a given conversation
• Enhanced UX for agents to ensure guidance is displayed in the most intuitive and informative format
• Integration with multiple telephony systems to process more live sources of voice within enterprise clients
• An updated supervisor dashboard to see real-time engagement between phone professionals and customers, proactively highlighting areas for behavioral improvements
• A new executive dashboard identifying customer and phone professional behavioral trends based on the automated analysis of every call – pointing out key business outcomes to ensure improved decision making

nstead of eliminating call center professionals by replacing them with chatbots, Cogito strives for human augmentation to elevate the role of traditional frontline workers – creating positive behavioral change and empowering professionals to better engage with customers. With Cogito, phone professionals are able to better handle conversations that often involve tough emotional topics and high stress situations, positioning them to build trust by delivering more empathetic interactions with customers. It is with this unique approach Cogito was able to win Speech Tech Magazine’s People's Choice awards for Speech Analytics and the CCW Disruptive Technology of the Year.