Cogito has announced an array of new product innovations to transform real-time conversation intelligence in the contact center. The product enhancements include topic-based machine learning models, self-service admin, real-time transcription with emotion AI, and more.
Cogito has bolstered its conversational AI portfolio so that it provides a preconfigured conversation topics library of common topics and themes for supporting customers’ interactions with agents, such as calls for service, sales, healthcare, and compliance. The AI agent assist and coaching solution can detect over 200 voice and behavioral signals in speech and can effectively recommend how to respond when key topics of conversation are discussed.
With the new self-service admin portal, contact center agents can introduce, modify, and adjust conversational topics throughout interactions with automated word and phrase detection. Administrators can adjust these topics using regular expression techniques.
“Contact center agents and their leaders take the brunt of the service experience, with customer interactions becoming increasingly complex. We view seamless integrated conversation AI and emotion AI capabilities as necessary to support today’s workforce. With over a decade of advanced R&D, we differentiate based on our ability to go beyond traditional speech analytics. Our unique combination of behavior insights and real-time natural language processing has culminated into a powerful agent assist and coaching platform that we continue to add to and expand upon. The conversation AI solutions announced today are another step forward for the company and our ability to deeply assist an industry that needs human-centered support and guidance,” said Joshua Feast, CEO and Co-Founder of Cogito.
Another addition to the company's offering is automatic rich transcripts which enable accurate call transcriptions that include emotional context to aid in coaching to address customer concerns and drive upstream operational alerts. All transcripts are available to users immediately after every call.
Finally, Cogito's capabilities include the automatic redaction of personally identifiable information (PII) across all calls, audio playbacks, and call transcripts, contributing to improved security. The sensitive data detection capabilities include a broad set of PII data classes and configurable blacklisting to remove terms.
Previously, Cogito released a personalized coaching solution for frontline teams.
“The latest feature enhancements underscore Cogito’s strong commitment to continuous innovation and growth for our market-leading real-time agent assist and coaching solutions. A great example is our industry-first real-time redaction capability which is machine learning-based and redacts sensitive customer data live during calls, representing a major value add for companies leveraging our agent assist technology,” says Craig Blake, VP of Product at Cogito.