Cogito is a company that develops artificial intelligence (AI) software designed to enhance customer service interactions in contact centers. Founded in 2007 as a spinout from the MIT Media Lab, Cogito's core technology uses voice analysis algorithms to provide real-time coaching and guidance to call center agents. The software analyzes over 200 acoustic and lexical signals during phone conversations, extracting data on tone, pitch, word frequency, and other factors to gauge customer sentiment and agent performance. This enables Cogito to offer live behavioral cues to agents, helping them adjust their communication style and improve customer satisfaction.
Cogito's AI platform provides features like automated call transcription, personalized coaching plans for agents, and post-call smart summaries powered by generative AI. The software aims to increase first-call resolution rates, reduce average handle times, and enhance overall interaction quality. Cogito's technology was initially developed to help healthcare providers detect mental health issues in soldiers, but has since been adapted for enterprise customer service applications. The company's software is used across industries including healthcare, insurance, financial services, telecommunications, and travel.
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