Artificial Intelligence Helps Humana Avoid Call Center Meltdowns

By Kim S. Nash Oct 27, 2016 5:49 pm ET Humana Inc. has deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers are going awry. The software, built with AI tools from Cogito Corp., can, for example, recognize increasing agitation by “listening” for markers such as a steady rise in the pitch of a customer’s voice or instances of a customer and an agent talking over each other. The digital coach, called Cogito Dialog, will then send an electronic alert, such as “speaking quickly” or “frequent overlaps,” to prompt the agent to change technique. (See interactive graphic.) Empathy, said Geeta Wilson, director of consumer experience, is a competitive advantage. “Usually when folks are interacting with us, it’s about…

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