Cogito – Real Time Customer Service Coaching Qorus Innovation in Insurance Awards 2018 - Winner

Typically artificial intelligence technology is deployed to minimize the need for human interaction. In the case of Cogito, it’s about enriching that interaction. MetLife partnered with Cogito to deploy its emotional intelligence software with our contact centers, which allows our associates to detect and respond to customers’ emotional cues. As simple calls are increasingly handled in automated channels, associate-assisted calls are becoming more complex, both in the nature of our customer’s requests and the need to connect with them emotionally. The software listens to the pace and pattern of the voices throughout the call and provides real-time coaching so that our associates they can tailor the conversation based on the emotional needs of our customers. Cogito delivers real-time notifications or cues relating to energy and tone, talk rate, and extended pauses in the conversation. The software also provides our front line supervisors with this same real time information, allowing them to coach in the moment, incorporate feedback into broader development plans and identify themes that need to be more holistically addressed. By using this one of a kind tool, MetLife service areas will be able to increase customer engagement scores of First Call Resolution (FCR) and Net Promoter Scores (NPS) as well as reduce Average Handle Time (AHT) for calls. To date, MetLife associates using Cogito experienced a higher degree of confidence and empathy from our associates, leading to faster resolution time and greater customer satisfaction.