BOSTON--(BUSINESS WIRE)--Cogito Corp., the leader in real-time emotional intelligence solutions, announced today that it has been selected by CareFirst BlueCross BlueShield (CareFirst), a leading not-for-profit healthcare company, to assist service representatives in having more personalized and empathic conversations with members.
Cogito’s solution applies artificial intelligence within voice conversations and provides phone professionals real-time speaking guidance, enabling them to communicate with empathy and build better rapport.
“Every telephone interaction with a member is an opportunity for us to earn their trust and assist them with their health insurance needs,” said Julie Fisher, Vice President, Service and Operation Technical Support, CareFirst BlueCross BlueShield. “To ensure we exceed each member’s expectations, it is critical that representatives communicate in a clear, confident and compassionate manner. We are deploying Cogito’s technology to build a better rapport and provide our customer service representatives with an instant window into the voice of the customer across all our calls. This technology will give representatives instant feedback on how the interaction is proceeding, and will assist them in re-directing the dialogue. We are very excited about the potential to improve first call resolution, and overall customer satisfaction as a result of this partnership. ”
Through psychologically validated behavioral models, Cogito presents agents with intuitive in-call alerts helping them deliver a more productive and personalized experience. The solution generates an automated customer experience score for every phone call ensuring organizations are instantly aware of their customer’s perception.
“We are excited to work with CareFirst to help further enhance their industry leading service experience,” said Douglas Kim, Chief Commercial Officer and head of customer success, Cogito. “CareFirst has been a recognized leader in delivering high quality healthcare for over seventy-five years. It is wonderful to experience first hand their commitment to continuous innovation and the pursuit of excellence. Using Cogito will help create a more engaging experience for both the customer and the representative.”
Cogito Corporation enhances the emotional intelligence of phone professionals through behavioral change software. By applying validated behavioral science through artificial intelligence and machine learning, Cogito’s in-call guidance helps the world’s most successful enterprises improve sales results, deliver amazing customer experiences and enhance quality of care. Backed by Romulus Capital and Salesforce Ventures, Cogito is headquartered in Boston, MA.