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Boston, MA
The Cogito Augmented Intelligence Program uniquely combines behavioral science insights, artificial intelligence, and high-performance computing to analyze hundreds of behavioral signals in real-time on phone calls and delivers live guidance to customer service representatives, empowering them to make better emotional connections with customers. Customers perceive representatives who use Cogito to be more confident, competent, empathetic, and trustworthy. The end result is more positive customer experiences and greater employee engagement. Cogito clients typically see improvements in customer experience (higher transactional Net Promoter Scores (tNPS) or customer experience (Cx) scores), efficiency (reductions in Average Talk Time (ATT) and improvements in first call resolution (FCR)), and effectiveness (improvements in cross-sales conversion rates), as well as reductions in employee churn.