Artificial Intelligence Software Calls Out Rude Call Center Employees
Cogito's technology uses real-time feedback to better facilitate and streamline calls
MIT technology offshoot Cogito has developed a potential solution to the cumbersome customer service call center process, via a voice-analytics software that can provide real-time feedback to make the conversations more effective.
The software, cultivated through years of behavioral research, relies on the voice patterns of consumers and agents to determine its recommendations. Cogito has a history of using similar technology to track mental health, and has also partnered with the U.S. Department of Veterans Affairs to monitor post-traumatic stress disorder (PTSD) in returning soldiers. By venturing into the call center space, the company aims to “make millions of call center workers happier and more productive.”