We then train machine learning models to analyze these behavioral and vocal cues and provide real-time guidance on elements like tone, pace, energy, empathy and other behaviors to help agents better engage and connect with customers – consistently. Using extremely large volumes of data - such as the timing of utterances and silence, the tone of voice as well as the actual words said can reveal how conversations evolve over time. I know what you’re thinking, how exactly can AI software do all that?ĭeveloped on the foundation of tens of millions of calls, that calculate to over 35 years worth of audio files of phone conversations, Cogito’s algorithms contain an astonishing amount of information. Our AI coach helps agents to improve their rhythm and tone of delivery during the call, and although it might not make them the next Steve Carell, it has proven to make them a more empathetic and effective call agent. Our AI-enabled emotional intelligence software coaches call center agents to have better interactions with real-time guidance and behavioral recommendations enabling stronger connections to be made during every interaction.
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Here at Cogito, we understand that power and focus on how to empower other humans to improve their interactions with each other – specifically, over the phone. The power of how something is said can often carry a lot more weight than what is said. The tone of his voice made it even funnier – I laughed so much that my body was sore the day after! He had probably spent years perfecting his craft and the ability to read the audience. He built the audience's anticipation, used just the right amount of silence and then released the energy of the audience all at once. I have no recollection of what the comedian actually said, but I do remember his delivery, and it was all in the rhythm and cadence of his voice. Many years ago I attended a great stand-up comedy gig in Chicago.
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