Cogito Introduces Real-Time Supervisor Alerts and Generative AI-Driven Smart Summaries for Agents to Drive Operational Excellence in the Contact Center

Jun 20, 2023

BOSTON–(BUSINESS WIRE)–Cogito, the leader in real-time coaching and guidance for the enterprise, announced a new twist on generative AI applications combined with real-time supervisor alerts, empowering frontline leaders to proactively address operational challenges, improve quality, and enhance both the agent and customer experiences in the moment. New features include Real-Time Alerts for Supervisors and Quality Managers, and a personalized call summary for agents powered by generative AI.

Generative AI features, combined with Cogito’s unique Emotion AI-powered coaching, will generate Agent Smart Summaries, featuring personalized insights – highlighting key topics and key behaviors to drive better business outcomes. These new elements, available after every customer interaction, provide agents with the tools to clarify a customer’s intent as well as how the call was resolved. While many industry players may offer simple call summaries, Cogito’s approach centers on the successful integration of technology into everyday operations while also giving agents visibility into the behavioral signals that can impact outcomes.

New Real-Time alerts for Supervisors and Quality Managers focus on addressing operational inefficiencies in the contact center. Live alerts provide critical information personalized to supervisors’ needs, team priorities, and the most important topics at hand. With this actionable guidance, supervisors are alerted to agents experiencing either a lower or higher employee experience (EX) or customer experience (CX) than normal, so supervisors can effectively assist agents dealing with frustrating calls and recognize those who exhibit resilience and quick recovery. New alert topics help track key drivers of quality (e.g. slower system, wrong call routed, or lack of training) to provide real-time guidance for managers to address operational issues that can slow production in the contact center, ultimately improving operational experience (OX).

Many factors that negatively impact EX and CX are beyond the control of individual agents. That’s where Cogito’s advanced AI steps in to detect and alert operational leaders to frequently occurring issues and trends, allowing them to identify specific groups that may benefit from targeted solutions and paving the way for improved EX and CX on a larger scale.

“It’s time to take action and start improving quality upstream with guidance that helps agents avoid the pitfalls of a poor experience,” said Joshua Feast, CEO of Cogito. “These new features are set to redefine contact center management by empowering supervisors to make real-time, data-driven decisions and enabling them to identify the gaps and key process improvements to drive better outcomes for both agents and customers.”

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