Emotion intelligence solutions provider Cogito has released new updates to its Emotion AI software to offer new ways of real-time coaching and guidance.
Available on the Salesforce AppExchange since 2017, Emotion AI extracts over 200 signals from each call and uses AI models to create real-time cues for improved customer communication.
The new updates include a unified desktop that streamlines customer call navigation, alongside enhanced supervisor support for the workforce.
Josh Feast, CEO and Co-Founder of Cogito, said: “The modern contact center needs more real-time support and insights to enable better conversations, better work experiences and better outcomes at enterprise scale.”
“We’ve brought together some of the best minds in behavioral science, machine learning, and enterprise technology to create an AI solution that provides real-time emotional intelligence, and offers the right interventions to lift entire customer-facing organizations up. I’m thrilled our team can now offer the enhanced product capabilities seamlessly through the Salesforce Service Cloud integration to better support organizations navigating customer interactions.”
Emotion AI software is part of Cogito’s Dialog solution, which provides live, in-call voice analysis that offers agents the next-best actions in real-time to deliver better customer experiences.
Such a solution also gives supervisors visibility into hybrid workers’ performance, alerting on frustrated callers or burned-out agents.
Woodson Martin, GM of Salesforce AppExchange, said: “We are excited that Cogito is continuing to innovate on AppExchange as they extend the scope of agent well-being to the tools and systems supporting the user experience. Agents should have coaching guidance and customer data in one place to improve the employee experience in tandem with the customer experience.
“AppExchange is constantly evolving to meet the needs of our customers, and we love watching our partners evolve alongside us.”
