CEO and Co-founder of Cogito, Josh Feast, is taking customer service to an even higher level. Cogito is an artificial intelligence platform that uses a wide array of data concerning customers and their behaviors to develop more of what customers are always looking for, service. By understanding and being able to have not only an intelligent conversation but a more warm and friendly conversation with customers Cogito is on a mission. A mission to change what we thought we knew about customer service, elevator music and pushing a number for the right department.
Key Takeaways:
- Cogito is an artificial intelligence based software program that uses data collected by MIT’s human dynamic lab. It is aimed at customer service.
- Customer service interactions are the main complaint of most consumers. Many customers get very emotional during these interactions which then puts stress on representatives.
- Cogito helps customer service representatives by predicting how conversations will go and teaching people how to be more pleasant and guide conversations to the desired outcome.
“Customer service representatives get phone calls routed to them from the telephony system.”
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