Product Overview of Cogito
Cogito is an innovative conversation intelligence platform designed to enhance the performance and effectiveness of contact center agents, supervisors, and enterprise leaders through the integration of advanced AI technologies.
What Cogito Does
Cogito combines decades of behavioral science with artificial intelligence, real-time natural language processing, and generative AI to provide live guidance and unique human-aware, conversational insights. The platform focuses on analyzing conversational context to deliver real-time coaching and guidance, enabling contact center agents to manage and navigate complex customer interactions more effectively. It also offers supervisors and leaders unparalleled visibility into live conversations, allowing them to monitor and manage their teams remotely and make data-driven decisions.
Key Features and Functionality
Real-Time Guidance and Coaching
- Cogito analyzes over 200 acoustic and lexical signals in real-time to give agents immediate cues on how to adjust their behavior and communication style. This includes guidance on mimicry, consistency, turn taking, harmonicity, tone, and tenseness to improve customer interactions.
Sentiment Analysis and Customer Experience
- The platform performs sentiment analysis, providing agents with an automatically generated experience score that alerts them to the customer’s sentiment. This helps agents adjust their speaking style to achieve better outcomes and enhance the customer experience.
Performance and Quality Management
- Cogito monitors agent performance and customer experience on all in-progress calls, highlighting calls that may require supervisor intervention. It offers a live dashboard for supervisors to oversee their teams, monitor live calls, and transform unbiased quality and compliance assessments into personalized development plans.
Speech and Interaction Analytics
- The platform includes advanced speech analytics, interaction analytics, and automated call scoring. It provides detailed insights into customer interactions, including emotional context, to aid in coaching and address customer concerns.
Workforce Management and Employee Engagement
- Cogito supports workforce management by offering features such as call recording, screen recording, and employee engagement analytics. It helps leaders track team member trends, reduce retention risk, and improve overall employee well-being.
Compliance and Security
- The platform includes robust compliance management and secure PCI/PII redaction capabilities. It uses a state-of-the-art machine learning model to automatically recognize and redact sensitive data in real-time, ensuring compliance with data protection regulations.
Reporting and Dashboards
- Cogito provides comprehensive reporting and dashboards that give leaders a clear view of CX and EX trends. This enables them to make informed operational decisions and drive strategic improvements.
Integration and Deployment
- The platform is cloud-based, easy to deploy, and integrates seamlessly with telephony systems, CRM, and business intelligence tools. It meets and exceeds the security and compliance needs of large enterprises.
Additional Capabilities
- Cogito Companion for Agents: Provides real-time agent assist AI, helping agents manage complex conversations with tailored coaching plans and non-intrusive alerts.
- Cogito Teams for Leaders & Quality Managers: Offers a real-time dashboard for supervisors to monitor live conversations, manage work-from-anywhere teams, and intervene when necessary.
- Cogito Intelligence for Enterprise Leaders: Arms leadership with data and insights into CX & EX trends to inform operational strategy and drive business outcomes.
- Agent Smart Summaries: Generates personalized, auto-generated summaries powered by generative AI to reduce post-call work and highlight key topics and behaviors from every call.
Overall, Cogito is a powerful tool that leverages AI to enhance customer service, improve agent performance, and provide actionable insights for contact center operations.