Under terms of new deal signed with Boston-headguard Cogito, Concentrix’s staff across the world are to receive training in the use of AI to optimize the overall customer experience. Under the term the partnership Concentrix, the California headquartered business service company, will establish itself as a Cogito-certified Center of Excellence, allowing its clients to benefit from working alongside its ‘emotionally intelligent’ staff. Concentrix will also give its customers access to advanced analytics services via the unique behavioral data generated by Cogito.
Commenting on the new arrangement, Concentrix president Chris Caldwell said augmenting the emotional intelligence of its already highly-skilled and compassionate staff through the use of Cogito’s AI know-how will enable the company to provide a highly effective and efficient service. For its part, Cogito’s chief growth officer Douglas Kim said the customer dialogue analysis provide by his company’s AI resources would provide agents with the kind in-call guidance that would help them be both more confident and to show greater empathy.