Cogito
Cogito provides real-time conversation intelligence for contact centers, offering products like Cogito Companion, Cogito Teams, and Cogito Intelligence to enhance customer and employee experiences.
Services
Cogito provides real-time conversation intelligence for contact centers. Its services are designed to elevate customer service, boost sales performance, amplify service-to-sales impact, enhance patient engagement, and strengthen employee retention. Additionally, the platform supports work-from-anywhere capabilities with live monitoring of calls and agents, making it adaptable for diverse working environments.
Products
Cogito offers a comprehensive software suite including products like Cogito Companion, Cogito Teams, and Cogito Intelligence. Cogito Companion provides real-time agent assist and personalized coaching. Cogito Teams features a real-time dashboard for team leaders, and Cogito Intelligence delivers detailed insights and pattern detection related to customer and employee experiences. These tools help measure customer experience (CX) and employee experience (EX) in real-time through features like CX Score and EX Score.
Technology
Cogito's platform integrates advanced AI technologies, including Emotion AI, Conversation AI, and Generative AI to enrich contact center interactions. The technology analyzes over 200 acoustic and lexical signals in milliseconds, providing agents with cues on how to adjust their behavior. Real-time guidance helps agents identify and capitalize on upsell opportunities. Cogito’s AI models also reveal new interaction-level insights from conversations, measuring CX for 100% of calls in real-time.
Industry Applications
Cogito serves various industries including telecom and technology, financial services, healthcare, insurance, travel and hospitality, and retail. Its solutions are tailored to each sector's specific needs, aiming to improve customer and employee experiences by providing personalized coaching and real-time insights. The platform's capabilities make it a versatile tool for enhancing operational efficiency and maintaining high standards of customer service across different domains.
History
Founded in 2007, Cogito is a spinout from the MIT Media Lab. Initially, Cogito's technology was validated by assisting healthcare providers in detecting early signs of PTSD and other mental health disorders in soldiers. Its AI-driven platform has since evolved to serve broader commercial applications. Cogito is now used by 5 of the Fortune 25 brands across multiple industries, underscoring its impact and reliability. The platform also supports integration with various industry-standard platforms, including AWS, Five9, Genesys, Salesforce, Avaya, Cisco, NICE, and Medallia.