Cogito, the leader in real-time coaching and guidance for the enterprise, announced its Employee Experience (EX) Score, derived from a unique machine learning model built to assess the employee’s experience (EX) in customer interactions. The first of its kind in the conversational intelligence landscape, this new artificial intelligence (AI) model aims to help executives and operational leaders prioritize employee engagement, improve the onboarding experience and highlight risks of burnout amongst frontline customer service professionals.
Cogito’s EX Score is a new feature developed for the contact center as a measure of EX. The EX Score leverages human-centered signals to accurately assess how a contact center agent will feel following each of their daily customer interactions. As contact center teams have shifted to hybrid or remote management, the threads that bind contact center communities have frayed resulting in agent attrition, declining EX and gaps in proficiency. Contact center leaders are seeking solutions that reveal moments of friction in the employee experience and enable quick resolution of issues before they become large scale problems. There is a strong link between positive employee experience (EX) and customer experience (CX), as positive customer interactions are often attributed to engaged and motivated employees.
This EX Score highlights the impact on employees when customers interact with them, ushering in a new level of employee insight. This offering enables increased agent retention, improved agent satisfaction and well-being at work, and faster time to proficiency. New agents leveraging Cogito have been shown to achieve job proficiency up to 50% faster than those who do not use Cogito’s real-time coaching and guidance. The EX Score is leveraged by supervisors and team leads through Cogito Teams and by analytics teams through Cogito Intelligence.
“Contact centers are feeling the strain that comes with managing dispersed remote teams and ensuring their employees can thrive in these new environments while call volume and the complexities of customer interactions continue to increase,” said Joshua Feast, CEO and Co-Founder of Cogito. “Not only does our EX Score aim to directly address these pain points, it is the only solution of its kind in the industry exclusively tracking signs of dissatisfaction and burnout. Our ability to offer an EX Score for every call is a significant differentiator.”
Much like the CX Score, the EX Score uniquely combines human-aware Emotion AI and Conversation AI, deriving real-time insights across single instances or trends across multiple calls. Cogito’s EX Score can be measured over time by individual agents, specific teams or the entire organization, allowing leaders to identify trends negatively or positively impacting the agent experience, like back-to-back calls without breaks (declining morale) or an influx in positive reinforcement nudges (increasing morale).
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