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MIT spinout, Cogito, uses “advanced voice analytics to scrutinize voice tons and speech patterns, not just during customer interactions but also within internal team communications,” reports Andre Shojaie for Forbes. “By providing real-time feedback to representatives, Cogito helps them adjust their emotional tone and empathy levels accordingly,” explains Shojaie. “This application significantly reduces stress and cultivates a supportive work environment by enhancing interpersonal interactions among team members.”

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MIT spinout Cogito developed voice-analytics software for call centers that tracks and analyzes voice patterns of customers and agents — such as interruptions and rapid speech — and offers real-time feedback to make the conversations more productive.

Watch your tone

Voice-analytics software helps customer-service reps build better rapport with customers.