Cogito Updates Cogito Dialog with Guidance and Data Features

Cogito, a real-time emotional intelligence solutions provider, has enhanced Cogito Dialog to support contact center agents through unprecedented call volumes due to the COVID-19 pandemic, with updated guidance features for agents and enriched data visualizations for supervisors.

"Call center representative and supervisor jobs are very challenging under ordinary circumstances. With the incredible disruption presented by the abrupt shifts to remote work settings, along with rocketing levels of customer stress and anxiety, these professionals need more support than ever before," said Sklyer Place, chief behavioral science officer at Cogito, in a statement. "To help employees and enterprises adapt, we have accelerated our pace of innovation to ensure optimal visibility into employee well-being and enhanced coaching, helping to ensure agents have the support they need while being physically isolated from their supervisors and peers."

The latest release of Cogito Dialog presents more informative insights and enhanced live guidance.

Enhanced features of Cogito Dialog include the following:

  • Enriched supervisor dashboard with live view into in-process calls, a detailed view into each call, as well as a summary view of individual behaviors and team performance. The interactive dashboard also allows supervisors to flag calls and create notes for agents.
  • Upgraded call transcription that merges speech analysis with behavioral signals analysis for in-call guidance. Transcriptions are consumed by machine learning and business intelligence tools to train analytical models and unlock actionable insights. Additionally, speaker-separated audio improves transcription accuracy for continuous improvement over time.
  • An upgraded CX Score that leverages deep learning from a continuous analysis of behavioral patterns within conversations for a real-time indicator of customer perception and enhanced predictive insights into customer engagement.
  • Improved in-call notifications, based on the annotation of and deep learning techniques applied to millions of conversations, to better guide agent speaking behavior, enhance listening skills, and improve conversational engagement in direct response to customer and call context.
  • Agent encouragement and motivation through positive interaction notifications presented at key moments in customer conversations.