CustomerZone360 NEWS

Free eNews Subscription

Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform

By Tracey E. Schelmetic August 31, 2023

As the number of ways to interact with customers expands – alongside customer expectations – managing the customer experience is becoming more complex. Humans make mistakes, and mistakes with customers cost money and tarnishes reputations. As a result, many companies are turning to AI to give their customer relationship management (CRM) a boost. While humans can forget to take steps that help preserve the customer relationship, AI-driven solutions do not.

AI coaching and guidance solutions provider Cogito recently signed a multi-year agreement for expansion of collaboration with a global Fortune 25 consumer technology company. The expanded relationship sees Cogito’s real-time AI guidance fully integrated into the company’s CRM system and supports thousands of additional frontline contact center agents to manage complex customer interactions and enable great customer and employee experiences.

Cognito noted that its unnamed collaboration partner considers the delivery of consistent high-level customer and employee experiences essential for its continued success on a global scale. After leveraging Cogito’s real-time AI guidance for the past several years, the organization has reaffirmed its commitment to the value of its strategic partnership with Cogito.

The company is expanding its partnership with Cogito, adding thousands more licenses for its frontline agents to leverage real-time guidance powered by emotion and conversation AI. Additionally, the organization will leverage Cogito’s personalized coaching feature to produce auto-generated coaching plans tailored to individual agents. This is expected to save supervisors and team leads significant time and enable tailored coaching plans to be delivered at scale to thousands of frontline agents.

“We couldn’t be more thrilled to expand our strategic partnership with one of the world’s most prestigious companies and help each other on our shared journey towards continued growth and innovation,” said Josh Feast, CEO and co-founder of Cogito. “By seamlessly integrating into their internal systems, we are not only expanding the scope of their quality assurance programs, but also enhancing the experience for their frontline agents. Together, we are poised to create an unparalleled impact on both customer experience (CX) and employee experience (EX), setting new standards of excellence in the industry.”

Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending

By: Tracey E. Schelmetic    2/27/2024

Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…

Read More

Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service

By: Special Guest    2/27/2024

Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…

Read More

CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey

By: Tracey E. Schelmetic    2/27/2024

AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…

Read More

Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

Read More

Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

Read More