Cogito Corp

Powered by a combination of emotion, conversation and generative #AI, Cogito delivers real-time coaching and guidance to help frontline #ContactCenter agents succeed. Learn more about Cogito and how we help contact centers deliver efficient and compassionate #CustServ: https://bit.ly/45Ek402

Cogito wishes everyone a very Happy Thanksgiving! Today and everyday, we're grateful for our committed team, our valued customers and partners, and the incredible contact center community. What are you grateful for this year? 🦃🍁 #Thankful #Thanksgiving2024

Consumer expectations are at their peak for holiday shopping in 2024, and despite increasing economic constraints, many people still plan to shop this season. So, what are some ways to prepare your #customerservices (CS) team for the holiday frenzy? Consider these three consumer trends: 👉🏼 Understand shifts in consumer behavior 👉🏼 Give your CS team the back-up they need 👉🏼 Work with personalized service strategies to retain customers The holiday shopping season is a critical pressure point where businesses either fulfill expectations or flounder. Pay attention to shifting trends and adjust your CS strategy accordingly to ensure your business gets a slice of the pie. Read here: https://lnkd.in/dEuHni7h

#Contactcenter analytics is the systematic collection and analysis of data related to customer interactions. With this data, businesses can assess the efficiency of their contact center and determine which areas need improvement, preemptively addressing problems before they arise and staying one step ahead of competitors. Key contact center issues that can be resolved using analytics include: 👉🏼 Low self-service usage 👉🏼 Low First-Call Resolution (FCR) 👉🏼 High call abandonment rates 👉🏼 Low customer retention 👉🏼 Low customer satisfaction 👉🏼 High rates of agent burnout 👉🏼 Maintaining quality services with remote staff Read more here: https://lnkd.in/eC4dQRng

Last week, Statista shared new survey findings on the perspective of U.S. consumers towards #AI on the shopping experience. Key findings show that almost 35% of shoppers think AI improved their shopping experience in some form. On the opposite end, around 40% think that AI has worsened their shopping experience. As we enter the holiday season, it will be interesting to see how AI impacts consumers during peak online shopping hours and what this will mean for the future of AI in retail services. Read more here: https://lnkd.in/eikE5ZmD

“For most brands, 2025 will be another year of CX mediocrity following years of decline and an all-time low in quality in 2024,” Forrester predicts. “That’s because many executives mistakenly interpret strong stock performance amid declining #CX quality as a sign to scale back CX efforts.” Researchers also found that only 3% of companies could be categorized as customer-obsessed, despite these organizations reporting 41% faster revenue growth, 49% faster profit growth, and 51% better customer retention than non-customer-obsessed organizations. So are things looking bad for CX? Not necessarily. In Forrester’s planning guidance, it notes that CX leaders were cautiously optimistic about their resources as they try to reverse declines in CX quality, with 40% planning to increase their overall CX investments above inflation levels in the next 12 months. Read here: https://lnkd.in/ehZNqKW4

In a July survey, Cogito found that 39% of respondents believed talking with a chatbot or automated system is worse than talking with a real human, while 33% said it’s better. Most respondents (77%) said that when engaging with #customerservice, they’d rather interact with a human using #AI “in the background” than a fully automated #chatbot. About a quarter (22%) were uncomfortable with a customer service agent using AI behind the scenes of a call in any way. “While AI tools are seen as valuable for streamlining tasks behind the scenes, a clear preference exists for human customer service agents,” Cogito wrote in its analysis. “Net-net: AI is best seen as a tool to empower agents, not replace them.” Read more here: https://lnkd.in/eMea4kdg

The recent Biden initiative, “Time is Money,” marks a new government layer being thrown to the customer service mix in America. Meant to address issues like excessive paperwork and long wait times, it promotes regulatory initiatives to protect consumers from corporate interests and ensure a decent level of service. Businesses eager to comply with this regulation should consider adopting AI-powered solutions. With #AI, businesses can significantly reduce customer wait times, remove unnecessary steps, and provide live sentiment analysis for efficently scoring interactions. This avoids escalation and ultimately drives a huge improvement in #customerservices while reducing their own efforts. Read more here: https://lnkd.in/e5bvXArj

Cogito demonstrates how #AI in #customerexperience can elevate interactions. We use advanced AI technology to elevate call center interactions by providing a sophisticated analysis of voice tones. Our innovative software listens to conversations in real time and offers immediate feedback to agents, advising them on potential adjustments in tone, pace and conversational style. This dynamic guidance encourages agents to engage in more empathetic and productive interactions. By empowering agents with these insights, Cogito not only increases individual performance but also transforms the quality of service across entire organizations. Read here: https://lnkd.in/eS4pcpRZ

A new paper, “The Rapid Adoption of Generative AI,” claims that 40% of U.S. adults have used #GenAI at work or at home, evidence that people are rapidly adopting these technology tools. Published by the National Bureau of Economic Research, the survey finds the number is outpacing PC adoption in the early '80s, when just 20% of people used the then-new computers three years after they were introduced. But according to a Princeton University professor, this is far from true. In fact, “compared to what AI boosters were predicting after ChatGPT was released, this is a glacial pace of adoption.” Read more here: https://lnkd.in/eZmjWTsC