Cogito is quite possibly one of the most powerful examples of behavioral adaptation to improve the emotional intelligence of customer support representatives that exists on the market today. machine learning and behavioral science
In-call speaking guidance
Intuitive alerts create instant awareness of speaking behaviors and customer perception. Agents are guided to speak with more empathy, confidence, professionalism and efficiency, while early signs of customer frustration and intent to purchase help improve service and close deals.
Live call monitoring
Real-time dashboards enable supervisors to monitor and proactively intervene in live calls. Supervisors are automatically alerted to calls in which a customer is having a poor experience.