What is CogNeed used for?
To be efficient and meet the expectations of your customers during their phone and video calls, your sales and customer support teams must master a vast amount of information, which often exceeds human memorization capacities.
Like a TV presenter who can rely on advice received in the earpiece, and thanks to the potential of AI, we offer them to rely on a real-time assistant who accompanies them through popups of relevant information triggered by voice, during their conversations.
Who is CogNeed for?
CogNeed was designed specifically for sales, customer support, customer care or customer success and telemarketing teams, as long as they operate mainly or partly by phone or videoconference.
CogNeed brings value to small and large organisations alike, whether they already have a structured knowledge base that they want to optimize, or are developing know-how over time that they want to sustain and spread.
How does CogNeed work?
CogNeed relies on its proprietary CogNeed AI™ algorithm to detect keywords and display relevant information prepared for each team or each function in the company, based on their context. To do this, CogNeed AI™ listens to the telephone conversation, either from the computer's microphone or through integration with your telephony. In real time, the audio data is encrypted and analysed, and in a few milliseconds, an information window is displayed on your working environment.
Is Cogneed available in languages other than French?
CogNeed, thanks to its proprietary technology, can overcome language barriers and operate in all the languages spoken in Europe.
Why focus on voice?
We are currently experiencing a major transformation of interactions between companies and their customers, with a shift towards remote interactions, including in B2B. In this context, many interactions take place in writing - email, livechat, written bots etc. However, the voice remains an important medium, and the quality of oral exchanges becomes essential even when a written or automated alternative is available.
What are the benefits of a real-time application?
It seems essential to us to add value during the phone conversation, and not after. This allows us to have an immediate impact on the quality of the conversations, on team productivity, and to facilitate the memorization of new knowledge by users during their productive time on the phone. And this without requiring any additional time investment for analysis, self-assessment and coaching.
Where does the information displayed to CogNeed users come from?
The content of the information windows and the choice of voice commands that make them appear is defined when the solution is implemented, and evolves throughout use, according to the changes of your offer and internal processes. We recommend if possible to involve your teams in CogNeed’s implementation from the start, and to engage them in the continuous improvement of the knowledge base.
Is the information displayed for a given keyword the same for all users?
Our goal with CogNeed is to allow you to customise your solution so that it is perfectly in line with your best practices. This implies that the displayed content is defined in relation to the context in which it will be used. The information displayed will be yours, and it may change from project to project: the same keyword may show different content to a sales rep and a customer assistant, a newly hired user, or an experienced agent.
What is the difference with a chatbot?
With CogNeed, our goal is to augment human agents rather than replace them by robots. We seek to combine the best of human qualities - their judgement, emotional and relational capacities - with the best of technology and its ability to memorise and retrieve information almost instantaneously.
How reliable is keyword detection?
CogNeed AI™, after a learning period of 1 to 2 weeks, reaches a detection accuracy level of 95%. And it works just as well with words from everyday language as with the jargon specific to your company, your product names or those of your competitors, including when the conversation mixes words from several languages.
Cogneed & You
What to expect from CogNeed’s implementation?
Using CogNeed results in the following benefits:
How are CogNeed users reacting to its implementation?
CogNeed AI™ is a tool that has been designed for teams operating by phone, to provide them with real-time assistance during calls allowing them to be more efficient. Very easy to use, it integrates well into their work environment without overloading it and offers them a safety net to always be on top, even on subjects with which they are less familiar. Finally, CogNeed does not require conversations to be recorded, which is generally well received by user teams.
Is CogNeed GDPR Compliant?
CogNeed is designed to be natively compliant with European data protection regulations. We offer the choice of processing only the voice of the user, or also that of his client, and we do not need to record the conversations.
How is data security guaranteed?
CogNeed operates in a secure cloud, which allows us, if you wish, to guarantee that your data will be operated in France, and meets the best IT security standards.