Watch your tone
Customer service calls can be frustrating for consumers and agents alike. But MIT spinout Cogito believes it can use behavioral analytics to make those experiences less onerous. Cogito has developed voice-analytics software for call centers — refined through years of research that focused on human behavior — that tracks, in real-time, voice patterns of customers and agents, and offers feedback to make the conversations more productive. By doing so, Cogito also aims to make millions of call center workers happier and more productive. According to the U.S. Bureau of Labor Statistics, about 5 million of 146 million workers in the U.S. are employed in call centers. That’s roughly one out of every 25 Americans. Cogito recently secured funding in November to develop technology for customer-service applications. The company also continues its history of using the technology to monitor mental health. In December, Cogito partnered with the U.S. Department of Veterans Affairs to detect signs of...