Call centers began to use the virtual supervisor who adjusts a manner of a conversation of the employee with the client

At the end of August, 2019 the call center of Humana Pharmacy insurance company implemented in the work the software of Cogito company - the virtual supervisor who adjusts a manner of a conversation of the employee with the client.

The virtual assistant listens to the majority of telephone conversations more than 1700 whole country agents and helps employees to understand how it is better to communicate with clients. The Cogito company works with call centers of large insurance companies, including MetLife and Humana and also with retail banks and claims that the number of users of this program is more than 25,000 people.

The call center of Humana Pharmacy insurance company implemented in the work of the virtual supervisor

According to representatives of the company, they minimized bias of AI thanks to the fact that the algorithm Cogito does not carry out differences between men and women, languages and culture patterns of different clients. AI of Cogito estimates the mechanism of biological signaling which practically does not depend on language and education level. For this purpose it analyzes voice signals in a talk, such as height, tone and rhythm of a voice. The company also unrolled a secondary algorithm and appointed a special command for check of bias.

AI of Cogito provides to agents a feedback in the form of neutral messages, for example, "You speak quicker, than usually". At the same time the call center agent can see a speedometer icon. AI most often enters work when agents are tired, and helps them to keep calm and empathy throughout the working day: "Think of what is felt by the client. Try to sympathize with him".

Manifestation of empathy is especially important for insurance company as her clients usually endure the most difficult moments of the life, since disability and finishing with loss of darling. Humana Pharmacy does not insist on compulsory use of AI of Cogito, but considers ability to integrate assessment of AI into the mechanism of charge of bonuses to the employees.^[1]

Notes