An Intellyx Brain Candy Brief
As the world goes digital, an interesting thing happens. People crave human connection and want to engage with a real person. This desire is why, despite the wave of digital transformation sweeping enterprise organizations, there is no concrete evidence of reduced call volumes to sales and support centers.
The persistence of phone-based human support provides a digital opportunity for organizations to optimize these engagements.
Boston-based Cogito has stepped into this space offering real-time emotional intelligence and behavioral “nudges” to call center agents. Powered by machine learning and robust behavioral models, Cogito is at the leading edge of an emerging phenomenon: augmenting human intelligence with artificial intelligence.
Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
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