Cogito Solutions with Genesys

In-Call Speaking Guidance

Cogito’s human-aware artificial intelligence (AI) connects to your telephony and instantly analyzes hundreds of conversational behaviors in real time across all of your calls. Cogito’s software platform delivers real-time conversational and behavioral guidance that empowers agents to project more confidence, competence, and empathy in every customer conversation.

Agents have access to review their calls and behavior in detail to better understand and adopt better communication techniques to work with their agents.  Call mapping shows them problem areas in their communication and how they might adjust their speaking to better meet caller preferences.


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