Cogito | STEX

Elevator Pitch

Cogito innovates with emotion and conversation AI to deliver real-time coaching and guidance to contact centers and frontline teams. Cogito supports agents and supervisors to improve effectiveness, experience, and empathy by providing human-aware and human-empowering insights. The world’s most well-known brands, including 8 of the Fortune 25, use Cogito to improve their connection with customers and elevate team members' well-being.

Description

Cogito Corporation (formerly Cogito Health) is a Boston-based technology company that is enabling the teams behind great CX. Frontline teams equipped with human-aware data — real-time emotional intelligence and insights — deliver better experiences, grow into better professionals, and are happier at work.

Cogito is an established high-growth high-tech company with an experienced technical and management team and a culture of employee-ownership.

Technology Description

Real-Time Coaching and Guidance Through Emotion and Conversation AI

Cogito extracts and analyzes over 200 acoustic/voice signals to deliver real-time emotion cues that agents can use to gain insights into how customers feel and improve their conversations.

Cogito incorporates topics from live conversations to provide additional guidance (lexical recommendations) to agents such as up-sell opportunities or customers at risk.
Cogito further uses these insights
1. in real-time, to provide supervisors visibility into conversations of their teams working from anywhere and alert on the ones requiring their attention;
2. continuously, to track the customer experience across 100% of calls and surface early signs of employee fatigue or impending burnout;
3. and post-call, to create personalized coaching and development plans for their teams