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
