Cogito

Product Overview
Cogito is a call analytics solution that performs in-call voice analysis and delivers real-time guidance to agents and insight to managers. Its call analytics AI coaching system maps human behavior with tools to analyze the human voice and predict outcomes.

• Visually guide phone professionals in real-time.
• Inform supervisors.
• Robust Conversation AI Portfolio: Featuring conversational essentials providing a preconfigured conversation topics library of common topics and themes for supporting customers’ interactions with agents, including calls for service, sales, healthcare, and compliance.
• Seamless Self-Service Admin: Introduce, modify, and adjust conversational topics throughout interactions, with automated word and phrase detection. Administrators can adjust these topics using regular expression techniques.
• Automatic Rich Transcripts: Using dual-channel audio, Cogito provides automated and 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 following every call.
• Secure PCI/PII Redaction: Capabilities include the automatic on-the-fly redaction of personally identifiable information (PII) across all calls, audio playbacks, and call transcripts. This is a state-of-the-art machine learning model that can automatically recognize and redact sensitive data and is reflected in all output. The robust sensitive data detection capabilities include a broad set of PII data classes and configurable blacklisting to remove terms.

Cognito is designed to help deliver a more engaging and caring customer experience.