Artificial Intelligence is disrupting the way we currently engage with customers and measure employee performance. Service agents are becoming smarter, more productive, and more empathetic, while customers are receiving more personalized and efficient solutions. Management and operations are gaining new insight on how to assess and predict workforce effectiveness and quality.

 

Download Humana’s Dreamforce presentation to get an inside look at how they used Cogito’s AI software to transform customer and employee experience within the call center, leading to a:

  • 28% improvement in customer satisfaction
  • 63% improvement in employee engagement
  • 6.3% improvement in issue resolution

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