Big data improves customer service in real-time

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Call centre staff are one of the most important client-facing teams for big companies, but the repetitive work can be tedious and cause employees to give formulaic replies, making customers feel like their needs have not been catered to. Now call centre staff could be digitally assisted when engaging with customers. Cogito’s algorithms analyze natural speech, and uses big data to determine how successfully a customer service representative is engaging with a client during a phone conversation. In real-time, the software will provide feedback on how to improve the current conversation. Tips include modulating speech speed, mirroring the customer’s style…

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