Cogito’s Social Signal Platform (SSP) for call centers and mobile platforms is the only real time, scalable solution for automatically and continuously measuring and monitoring the engagement and behavioral health status of populations.
- The SSP for Call Centers continuously, automatically, and non-invasively monitors call center interactions providing real time analysis and early warnings on customer and patient engagement levels and individual risk of behavioral health problems.
- Our smartphone-based mobile sensing systems provide privacy enabled, remote monitoring of patients vulnerable to mental health problems.
- Both support continuous collection of rich data which can be immediately actioned to deliver personalized interventions which improve customer and patient engagement, health care outcomes, quality of life and reduced healthcare costs.
IMPROVING CUSTOMER ENGAGEMENT
This call center based service processes normal telephone calls and provides real time, actionable reports which:
- Measure and monitor customer and patient engagement,
- Predict customer follow-through,
- Predict patient compliance and adherence,
- Measure customer confidence and conviction.
MONITORING PSYCHOLOGICAL DISTRESS AND DEPRESSION
This integrated call center and privacy enabled, downloadable, smartphone-based system provides actionable reports which:
- Identify people at risk for suffering from depression or psychological distress,
- Identify people with co-morbid behavioral health conditions,
- Monitor progress of behavioral health treatment and therapy,
IMPROVING AGENT INTERACTION QUALITY
This service processes normal telephone calls and provides real time, actionable reports which:
- Identify most effective agent interaction behaviors,
- Identify agents who are best at getting customers to follow-through,
- Measure agent “charisma”,
- Identify agents who need more training,
- Identify which agents are overloaded or “burning-out”.
PLATFORM COMPONENTS
Cogito Integrated Social Signal Processing (SSP) System
Cloud or premise based, HIPAA compliant platform which continuously and automatically integrates and analyzes rich data streams in real time for patterns and cues which indicate attitude, intent to follow through and the presence of psychological distress or depression. Generates actionable insight to agents and population managers enabling the continuous customization of interactions and assessment of the effectiveness of current activities.
Cogito Call Center Based Monitoring System
Measures subtle speech behavior in telephone interactions between call center agents and clients during normal telephone calls.
Cogito Mobile Sensing System
Privacy enabled, downloadable smartphone application which continuously measures activity, sociability and can deliver targeted assessments and messages
Real Time, Comprehensive Analysis and Reporting
Comprehensive, population, customer and call-level reporting on engagement, psychological distress and agent quality. Includes current and historical data on interactions. Used to measure population and individual status and monitor changes in status over time. Reports can be delivered via web portal or in any system-consumable format.
During Call Early Warnings
Delivers immediate warnings and indicators defined by the client to agents during calls enabling real time interventions and adjustments to improve the call outcome.
Sociable