Cogito

Cogito monitors the agent's tone and detects 'Low Energy'.

A nudge appears: 'Try more energy'.

Cogito detects the customer's rising pitch and triggers an 'Empathy' nudge.

The agent adjusts their tone, and the 'CX Score' stabilizes.

The call concludes without a supervisor transfer.

The EX model tracks vocal indicators of fatigue over a 4-hour shift.

The system identifies an agent whose 'Vocal Tension' has spiked consistently.

An alert is sent to the supervisor dashboard.

The supervisor provides a proactive 10-minute break for the agent.

Agent retention is improved through data-driven wellness interventions.

New agents receive 'Speaking Rate' and 'Interruption' nudges immediately during training calls.

The system provides real-time feedback on rapport building.

Managers review Cogito dashboards to identify specific behavioral coaching needs.

Time-to-proficiency is reduced by 25%.

Cogito scores 100% of calls based on behavioral KPIs.

Calls with low CX scores are automatically flagged for manual review.

QA teams focus only on high-impact interactions.

Compliance visibility increases to 100% of voice traffic.

Cogito monitors the 'Speaking Ratio' in real-time.

If the agent exceeds 70% talk time, a 'Listen More' nudge appears.

The agent asks an open-ended question.

The customer reveals a pain point, leading to a successful close.

Remote agents have the 'Live Nudge' window open on their desktop.

The supervisor views a 'Live Heatmap' of all remote calls.

A red icon indicates a call is spiraling emotionally.

The supervisor sends a chat message or joins the call to assist.

Cogito calculates a 'Behavioral NPS' based on the entire conversation.

The score is pushed to the Salesforce record automatically.

Marketing triggers different follow-up emails based on the behavioral score.

Retention efforts are targeted toward high-risk, low-score interactions.