Cogito

Cogito provides real-time artificial intelligence software for contact centers, focused on measuring and improving both customer experience (CX) and employee experience (EX) during live voice interactions. The company's technology produces a real-time score for CX and EX on every call and delivers in-the-moment, non-disruptive guidance to agents, including next-best-action suggestions intended to raise individual agent performance toward that of a team's strongest performers.

The offering is now delivered under the Verint brand as a set of bots: the CX/EX Scoring Bot, which measures the human experience on interactions to generate timely CX and EX data; the Coaching Bot, which provides real-time agent guidance aligned to business priorities with the stated aims of reducing average handle time, increasing revenue and improving customer satisfaction; and Agent Copilot Bots, each of which automates a specific contact center micro-workflow such as increasing sales, reducing after-call work or shortening knowledge search time. These capabilities sit within the Verint Open Platform, which unifies data and AI to support CX automation, deeper data analysis and customer self-service, and is designed so that customers can adopt individual capabilities and scale incrementally.

Business model

Enterprise software sold to contact center operators, with sales handled through demo requests and a direct sales team; the products are distributed as part of the Verint Open Platform.

Traction

Publicly cited customer outcomes include a telecommunications company reporting $79 million in benefits along with a 30-second reduction in call duration and higher sales using the Coaching Bot, and a healthcare plan provider reporting a 16% increase in Net Promoter Score from interventions based on real-time CX measurement.

Latest developments

Cogito is now part of Verint, and its real-time coaching and CX/EX measurement products are marketed under Verint branding within the Verint Open Platform.