Cogito Enhances Conversation AI

Cogito has updated its real-time conversation intelligence solution for contact centers with features that alert agents to helpful resources and knowledge articles to support the next best action in real time and direct leaders to manage and support their workforces and  adapt conversation themes by the line of business, team, or skill group.

"Contact center agents and their leaders take the brunt of the service experience, with customer interactions becoming increasingly complex," said Joshua Feast, CEO and co-founder of Cogito, in a statement. "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."

Key features include the following:

• A conversation AI portfolio of preconfigured libraries of common topics and themes for supporting customer interactions with agents./li>
• A self-service admin portal for introducing, modifying, and adjusting conversational topics throughout interactions, with automated word and phrase detection.
• Automatic rich transcripts using dual-channel audio.
• Secure payment and personal information redaction across all calls, audio playbacks, and call transcripts.

"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," said Craig Blake, vice president of product at Cogito, in a statement. "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."