Cogito Uses AI to Improve Customer Service
Cogito is a DARPA-backed startup that uses AI to improve customer service. The company analyzes conversations to provide real-time feedback to customer service representatives. Cogito tracks dialog speed, pauses, interruptions, volume changes and tone, to provide real-time recommendations. The company has effectively modeled typical conversations in various contexts and industries. Cogito works with teams of hundreds of employees at companies like Aetna, Humana, and BlueCross BlueShield. Customers have reported a 15 percent decrease in average call time and a 10 percent decrease in the average number of callbacks.
