Cogito, a leader in real-time emotional intelligence solutions, announced its integration with Amazon Connect, a fully managed, easy-to-use omnichannel cloud contact centre service from Amazon Web Services (AWS) that helps companies provide superior customer service at a lower cost.

Now, customer service teams can deploy Cogito’s AI Coach with ease, enabling streaming behavioural measurement and guidance to improve customer conversations — boosting business insights, employee productivity and customer loyalty.

In today’s remote work environment, it’s vital that customer service representatives have always-on personalized support that helps reduce the cognitive burden of handling numerous complex customer calls every day. Personalized AI Coaching can help representatives more effectively manage customer conversations with confidence, competence and empathy.

It’s also important for remote supervisors, site leaders and executives to have real-time insight into employee behaviour, performance and customer experience. Cogito’s integration with Amazon Connect greatly reduces the time and effort required to deploy telephony infrastructure with built-in behavioural guidance and measurement — organizations connect users and configure Cogito for immediate value.

“Organizations are seeking support to improve the consistency and effectiveness of customer touchpoints within their call centres,” said Martin Pitkow, VP of Growth, Channels, and Partners at Cogito. “The integration with Amazon Connect enables faster and simpler system configuration for organizations, helping more contact centres deploy empathy at scale. The combination of Amazon Connect’s cloud infrastructure and Cogito’s AI coaching system ensures all service representatives have the real-time emotional support they need on every call to more effectively engage customers. This new collaboration demonstrates how Cogito is further integrating within the call centre ecosystem to more rapidly and broadly extend human augmentation into every interaction.”

Cogito for Amazon Connect is available now. For more information, visit https://www.cogitocorp.com/amazon-connect/.

About Cogito

Cogito provides human-aware technology to help professionals elevate their performance. Cogito’s AI instantly analyses hundreds of conversational behaviours to provide live in-call guidance combined with a real-time measure of customer experience. The technology is augmenting the emotional intelligence of thousands of agents in the world’s most successful enterprises – improving sales results, delivering world-class service and enhancing quality of care. Cogito is a venture-backed software company located in Boston, MA.

Learn more at www.cogitocorp.com.