Cogito_Corporation_Sales_Sheet

INTRODUCING COGITO DIALOG
Cogito Dialog helps people interact better on the phone by giving them a real-time
visualization of how they and the customer sound as they are speaking. This feedback
promotes active listening and improved mirroring and motivational skills, leading to more
caring and compassionate interactions. Dialog can monitor large populations for specific
behavior patterns such as distress or engagement and inform managers as those patterns
are recognized.
HOW DIALOG CAN HELP YOUR ENTERPRISE
THE RESULTS
www.cogitocorp.com | info@cogitocorp.com | 617.580.3101 | 7 Water Street, Suite 400, Boston, MA 02109 USA
© Cogito Corporation 2014
INCREASED
SAVINGS
through improved back-
office management and
program completion rates
IMPROVED
RETENTION
by more accurately
detecting distress-related
risk adjustors
INCREASED
PRODUCTIVITY
by supporting efficient
and effective customer
interactions, and identifying
agent training needs
INCREASED
PERFORMANCE
by improving rapport
and identifying the most
interested customers
DIALOG
DELIVER REAL-TIME OBJECTIVE FEEDBACK
Empower agents to be more responsive
INCREASE AGENT PRODUCTIVITY
Spot opportunities and trends
IMPROVE CUSTOMER SATISFACTION
Satisfied customers lead to increased revenue
IMPROVE CUSTOMER CONVERSION RATES
Recognize buying signals in real-time

REAL-TIME IN-CALL FEEDBACK FOR AGENTS
MANAGEMENT TOOLS FOR SUPERVISORS
A POWERFUL NEW DATA SOURCE FOR ANALYSTS
LISTEN BETTER
Promote active listening
EXUDE WARMTH AND ENTHUSIASM
Improve pacing, mirroring and motivational skills
BE MORE PERCEPTIVE AND PERSUASIVE
Increase customer engagement
DELIVER TARGETED COACHING & TRAINING
Monitor the real-time performance of large agent teams
IDENTIFY HIGH VALUE OPPORTUNITIES
Rank customers by levels of engagement and distress
SEE THE BIGGER PICTURE
Monitor engagement change across your organization
TURN CUSTOMER INTERACTIONS INTO DATA
Transform raw audio into useful metrics
PREDICT BEHAVIOR RELIABLY
Use scientiﬁcally-valid psychological models
GENERATE INSIGHTS EASILY
Export datasets or access programmatically

RESULTS
5%
REDUCTION
in
customer
dropouts

9%
INCREASE
in
program
comple1ons

4%
INCREASE
in
C-‐SAT
scores

8%
INCREASE
in
Working
Alliance
scores

6:1
ROI

CHALLENGES
With
complex
insurance
and
financial
services
products
that
have
many
rules,
how
customer
service
agents
communicate
and

interact
with
customers
is
cri1cal
to
building
trust
and
sa1sfac1on.
This
is
par1cularly
crucial
when
the
informa1on
provided
is

not
what
the
customer
wanted
to
hear
or
when
the
call
is
associated
with
a
painful
loss
that
will
result
in
an
insurance
claim.

Customers
who
distrust
the
agent
or
the
agent’s
response
ini1ally
could
engage
third
par1es
as
intermediaries
increasing
the

cost
of
the
claim
and
reducing
overall
customer
sa1sfac1on
and
reten1on
levels.
In
a
rela1onship
limited
to
telephonic

communica1ons
only
it
is
difficult
for
customer
service
agents
to
recognize
when
the
customer
understands
and
accepts
the

informa1on
provided
and
to
know
if
they
are
interac1ng
in
a
way
that
consistently
builds
trust.
While
some
agents
demonstrate

success
in
handling
difficult
situa1ons
consistently,
the
lack
of
objec1ve
data
on
which
behaviors
consistently
result
in
successful

service
calls
makes
it
difficult
to
assess
and
develop
these
skills
across
teams.
Addi1onally,
current
compliance
focused
call

recording
solu1ons,
do
not
allow
supervisors
to
target
their
monitoring
and
feedback
ac1vi1es
towards
good
or
bad
sounding

calls
further
inhibi1ng
the
development
of
these
cri1cal
service
skills.

SOLUTION
Cogito
Dialog
is
installed
with
health
care
claims
service
teams
providing
agents
with
a
real
1me
view
of
how
they
and
the

customer
sound
during
a
call.
This
feedback
promotes
ac1ve
listening
and
improved
mirroring
skills,
leading
to
more
caring,

compassionate
and
trusted
interac1ons.
Agents
match
tone
and
pacing
beIer
helping
them
sound
more
empathe1c
on
no1ce
of

loss
conversa1ons
or
when
communica1ng
adverse
coverage
decisions.
Service
agents
recognize
in
real
1me
when
a
customer

sounds
distressed,
is
not
coping
well
with
the
situa1on
or
needs
more
handholding.
Agents
receive
con1nuous
feedback
on
how

they
and
the
customer
sound
enabling
them
to
adjust
their
approach
to
shape
the
outcome
of
the
call
in
real
1me.
Supervisors

use
these
measures
to
understand
which
behaviors
consistently
produce
the
best
outcomes,
to
monitor
the
performance
of

teams
and
to
direct
immediate
feedback
to
agents
further
reinforcing
the
best
prac1ce
behaviors.
Alerts
can
no1fy
supervisors

when
a
customer
or
agent
sounds
distressed
during
the
call
allowing
them
to
monitor
the
call
live
and
provide
assistance
if

necessary.

“Dialog
reminds
you
to
meet
the
member
where
they’re
at.
Some8mes
when
you’re
on
the
phone

and
the
day
is
busy,
I’m
3,000
steps
ahead
of
the
member
and
I
can
look
at
Dialog
to
see
where
I

am
and
where
the
member
is
and
I
remember
to
dial
it
back
a
liAle
(or
a
lot),
which
helps
with

engagement.
I
match
tone,
speaking.”

-‐
Claims
Agent

“Dialog
makes
you
start
to
think,
if
this
person
is
stressed
or
worried,
then
I
need
to
be
worried
or

concerned
about
the
call
or
how
they
feel
about
their
claim
and
try
to
make
them
feel
beAer.
You

don’t
want
a
call
where
the
person
is
so
worried
that
they’re
stressed
out.
We
don’t
want
that
to

be
an
experience
for
them.”

-‐
Service
RepresentaCve

DIALOG
IMPROVING CUSTOMER EXPERIENCE
IN INSURANCE OPERATIONS

RESULTS
15%
INCREASE
in
customer
conversion
rates

CHALLENGES
Consistently
successful
phone-‐based
sales
agents
have
developed
a
set
of
skills
which
allow
them
to
quickly
establish
trust
and

rapport
with
a
prospect,
rapidly
generate
interest,
accurately
sense
the
right
1me
to
ask
for
commitment
and
know
when
to
cut

their
losses
and
move
on
to
the
next
contact.
The
skills
needed
to
consistently
succeed
include
ac1ve
listening,
mirroring,
and
fluid

turn
taking
–
all
which
contribute
to
making
the
agent
more
empathe1c,
percep1ve
and
persuasive.
Sales
teams
with
these
skills

will
consistently
generate
higher
sales/hour.
The
challenge
with
teaching,
developing
and
reinforcing
these
skills
—
and

performing
them
well
consistently
—
is
that
they
are
all
difficult
to
assess
objec1vely
using
current
assessment
tools
and
analy1cs.

SOLUTION
Cogito
is
installed
with
phone-‐based
telephone
sales
agents
recrui1ng
Medicare
and
commercial
members
into
mul1-‐call
care

management
and
wellness
programs.
The
sales
calls
are
single
step
cold
calls
with
the
objec1ve
of
gaining
the
members

commitment
to
join
the
program.
Success
is
measured
by
gePng
ini1al
agreement
to
par1cipate
and
by
comple1ng
the
first

program
call
with
the
clinician
(conversion).
Cogito
Dialog
is
installed
with
both
the
inside
sales
teams
and
the
telephonic

clinicians.
Cogito
provides
a
real
1me
visualiza1on
that
enables
agents
and
supervisors
to
see
how
they
and
the
customer
sound

during
a
call.
Having
these
visualiza1ons
helps
agents
mirror
the
customer
beIer,
listen
beIer
and
generally
recognize
buying

signals
or
their
absence
more
quickly
and
consistently
resul1ng
in
increased
conversion
and
reten1on
rates
and
shorter
ramp-‐up

1me
for
new
agents.
Supervisors
have
“hard”
data
to
quan1fy
and
assess
“soV”
sales
skills
of
agents,
to
iden1fy
best
prac1ces
and

to
iden1fy
agents
who
need
addi1onal
training
and
coaching.
Sales
managers
can
iden1fy
which
prospects
are
more
likely
to

“close”
increasing
the
accuracy
of
sales
forecasts.
Marke1ng
managers
can
iden1fy
customers
to
target
for
addi1onal
offers.
Data

analysts
can
use
Cogito
to
iden1fy
opportuni1es
to
improve
workflow
and
outcomes.

“When
I
get
busy,
I
tend
to
rush
things
through.
I
can
go
through
the
en8re
presenta8on
in
a

minute
and
the
member
will
be
like
what?
When
I
watch
Cogito,
it
makes
me
slow
down
rather

than
just
get
through
it.
Helps
remind
me
to
slow
down
and
take
a
breath
–
think
about
what

you’re
doing.”

-‐
Customer
Engagement
Specialist

DIALOG
IMPROVING CUSTOMER CONVERSON RATES
WITH PHONE-BASED SALES TEAMS

RESULTS
10%
INCREASE
in
number
of
high
performing
claims
managers

300%
INCREASE
in
referrals
to
behavioral
health
programs

9:1
ROI
from
reduced
disability
claims
dura1ons

2:1
ROI
from
reduced
disability
related
medical
costs

CHALLENGES
Disability
claims
managers
must
be
able
to
build
an
effec1ve
rela1onship,
obtain
disclosure
and
respond
to
cues
from
claimants

that
fall
outside
of
normal
disability
interview
protocols.
They
must
make
decisions
on
where
to
deploy
limited
resources
in
order

to
generate
the
most
impact.
However,
in
a
rela1onship
limited
to
telephonic
communica1ons
only,
where
visual
cues
are

absent,
it
is
difficult
for
claims
managers
to
consistently
and
correctly
assess
ini1al
return
to
work
(RTW)
engagement
levels,
to

know
if
engagement
levels
are
tracking
in
the
right
direc1on
and
to
know
if
they
are
interac1ng
with
customers
in
a
way
that

consistently
builds
trust.
Addi1onally,
while
some
claims
managers
consistently
achieve
more
successful
RTW
outcomes,
the
lack

of
objec1ve
data
on
which
behaviors
consistently
produce
shorter
dura1ons
makes
it
difficult
to
assess
and
develop
these
skills

across
teams.

SOLUTION
Cogito
Dialog
is
installed
with
group
STD
claims
management
teams.
Dialog
provides
claims
managers
with
a
real
1me
view
of

how
they
and
the
claimant
sound
during
a
call.
This
feedback
promotes
ac1ve
listening
and
improved
mirroring
and
mo1va1onal

skills,
leading
to
more
caring
and
compassionate
interac1ons,
increased
trust
and
beIer
outcomes.
Claims
managers
receive

con1nuous
feedback
on
their
ability
to
engage
claimants
and
on
their
opportuni1es
for
improvement
enabling
them
to
shape
the

outcome
of
the
call
in
real
1me.
Claims
managers
use
the
engagement
measures
to
objec1vely
assess
progress
over
the
course

of
an
RTW
program
and
to
review
recordings
of
prior
calls
as
prepara1on
for
the
next
call
allowing
them
to
make
adjustments
to

their
approach
as
needed.
Supervisors
use
these
behavior
measures
to
understand
which
behaviors
consistently
produce
the

best
results,
to
monitor
the
performance
of
distributed
teams
and
to
direct
coaching
and
training
where
needed.
Return
to
work

models
alert
claims
managers
that
a
claimant
is
at
risk
for
late
return
to
work
or
that
they
are
likely
to
return
to
work
early.

Claimants
at
high
risk
for
adverse
outcomes
are
assigned
to
claims
managers
who
have
an
above
average
RTW
track
record,
are

selected
for
more
intensive
outreach
by
the
claims
manager,
or
are
referred
to
behavioral
health
if
an
undetected
behavioral

health
problem
is
suspected
as
the
cause
of
low
engagement.
Highly
engaged
claimants
signaling
early
return
to
work
are

selected
for
investments
in
occupa1onal
rehab
or
other
investments
that
are
likely
to
increase
the
success
of
return
to
work

programs.

“It’s
like
an
extra
set
of
eyes
and
ears
to
manage
business.”

-‐
Disability
OperaCons
Director

“One
thing
I
do
look
at
with
Dialog
is
trying
to
get
the
person
engaged
if
they’re
not
really

speaking.
If
I’m
really
domina1ng
the
conversa1on,
I
ask
ques1ons
that
can’t
be
a
yes
/
no

answer
to
try
and
get
them
engaged.
That’s
one
thing
I
definitely
look
for.”

-‐
Disability
Benefit
Manager

DIALOG
SHORTENING DISABILITY DURATIONS BY
IMPROVING ENGAGEMENT IN RETURN TO
WORK PROGRAMS

RESULTS
250%
INCREASE
in
iden1fica1on
of
members
at
risk
for
BH
comorbidi1es

AN
INCREASE
of
868
members
enrolled
in
BH
care

163
ADDITIONAL
Medicare
Advantage
members
coded
with
HCC
55
driving
accurate
risk
based
premiums

3:1
ROI

CHALLENGES
Consistently
succeeding
at
engaging
and
ac1va1ng
members
in
managing
their
own
health
requires
telephonic
coaches
to

understand
a
member’s
ini1al
level
of
confidence
and
convic1on
and
to
develop
a
rela1onship
based
on
trust
to
help
members

develop
the
skills,
knowledge
and
confidence
to
self-‐manage
their
health.
Exacerba1ng
the
engagement
problem
is
a
high

prevalence
of
co-‐morbid
behavioral
health
(BH)
problems
in
chronic
and
acute
popula1ons,
which
creates
a
barrier
to

engagement.
The
standard
tools
for
detec1ng
the
presence
of
co-‐morbid
BH
problems
can
be
unreliable
as
they
rely
on
member

self-‐report.
Members
oVen
don’t
know
if
they
are
suffering
a
BH
problem
or
if
they
do
realize
it,
they
are
unwilling
to
admit
it
in

a
telephonic
interview
with
a
health
plan
clinician.
It
is
es1mated
that
depression,
for
example,
is
missed
in
approximately
85%
of

chronic
disease
pa1ents
(Milliman,
2005).
The
other
problem
with
these
tools
is
that
they
are
delivered
episodically
during
a

program
oVen
on
the
first
and
last
call
only.
This
methodology
misses
BH
problems
that
develop
during
the
program.
The
key
to

success
of
these
programs
is
to
accurately
and
con1nuously
assess
in
real
1me
a
member’s
engagement
level
and
to
enable
early

and
reliable
detec1on
of
BH
comorbidi1es.
Early,
con1nuous
and
reliable
measures
of
BH
risks
allow
agents
to
more
effec1vely

engage
members
in
a
conversa1on
about
programs
and
services
which
can
help
them.

SOLUTION
Cogito
Dialog
is
installed
with
telephonic
teams
delivering
care
management
programs
to
Medicare
Advantage
members
with

chronic
disease.
Dialog
provides
coaches
and
claims
managers
with
a
real
1me
view
of
how
they
and
the
customer
sound
during

each
call.
Coaches
have
real
1me
measures
of
engagement
during
the
call
enabling
them
iden1fy
in
real
1me
when
members

exhibit
the
classic
indica1ons
of
a
distress
such
as
paucity
of
speech,
flat
affect
and
short
uIerances.
When
agents
recognize

these
paIerns
of
behavior,
they
engage
the
member
in
a
conversa1on
about
the
risk
of
co-‐
morbid
BH
issues
with
people
living

with
chronic
disease.
Once
that
context
is
established,
customers
respond
more
honestly
to
the
BH
screening
ques1ons
resul1ng

increased
iden1fica1on
of
BH
problems
and
increased
referrals
to
services.
To
aid
this
process
we
developed
a
“sounds

depressed”
predic1ve
model
based
on
behaviors
during
the
call,
which
alerts
the
agent,
supervisors
and
popula1on
health

managers
to
members
who
exhibited
behaviors
commonly
associated
with
depression.

“We
have
no
control
over
whether
a
member
is
engaged
when
they
come
to
us.
What
control
we

do
have
is
recognizing
how
engaged
they
are
and
making
a
difference
for
the
beAer.”

-‐
Director
of
InnovaCon

DIALOG
DELIVERING MORE TIGHTLY INTEGRATED
PHYSICAL AND BEHAVIORAL HEALTH CARE
TO COMPLEX POPULATIONS

RESULTS
75%
ACCURATE
at
predic1ng
program
comple1on
aVer
first
or
second
call

40%
INCREASE
in
1me
agent
spends
with
engaged
members
when
used
to
priori1ze
outreach
to
engaged
members

15%
INCREASE
in
program
enrollment
rates

93%
ACCURATE
at
predic1ng
agent
performance

CHALLENGES
Managed
care
organiza1ons
successfully
engage
about
50%
of
their
popula1ons.
While
some
coaches
consistently
demonstrate

success
at
engaging
members,
other
coaches
consistently
perform
at
a
lower
level.
In
this
client,
top
performing
coaches

consistently
performed
30%
beIer
that
the
other
coaches
working
similar
popula1ons
and
cases.
The
lack
of
objec1ve
data
on

which
behaviors
consistently
produce
higher
success
rates
makes
it
difficult
to
close
this
performance
gap.
By
understanding
which

behaviors
consistently
lead
to
beIer
outcomes,
supervisors
can
improve
the
overall
performance
of
care
management
teams
by

developing
these
skills
across
teams
and
by
hiring
new
coaches
who
have
these
core
skills.

SOLUTION
Cogito
is
deployed
to
monitor
engagement
status
on
100%
of
chronic
disease
management
telephone
calls.
Cogito
uses
voice
and

behavior
analysis
to
determine
the
behaviors
of
coaches
that
consistently
produced
superior
ini1al
and
sustained
engagement

results.
A
large
part
of
that
performance
difference
was
explained
(sta1s1cally)
by
agent
speech
behaviors.
High
performers
were

found
to
exhibit
consistent
tone,
fluid
delivery
and
high
dynamic
varia1on
–
essen1ally
sounding
more
professional,
confident
and

enthusias1c.
26%
of
composite
agent
performance
variance
is
predicted
by
these
principal
components
of
speech
behavior.
The

clients
training
team
was
engaged
to
develop
programs
to
train
coaches
on
how
to
use
these
best
prac1ce
behaviors.
Cogito

con1nuously
monitors
and
scores
calls
on
whether
coaches
are
consistently
using
these
best
prac1ce
behaviors.
Supervisors
use

the
“hard”
data
on
these
“soV”
skills
to
understand
which
behaviors
consistently
produce
the
best
results,
to
monitor
the

performance
of
distributed
teams,
to
drive
targeted
coaching
and
training
and
as
input
into
the
assessment
of
poten1al
new
hires.

Addi1onally,
interac1on
behaviors
on
the
first
call
accurately
predicted
future
program
engagement.
This
provides
the
coaches
a

measure
for
assessing
engagement
progress
over
the
course
of
a
program
and
to
drive
alerts
to
coaches,
supervisors
and

popula1on
health
managers
when
members
are
likely
to
drop
out
of
a
program.

DIALOG
IMPROVING AGENT
ENGAGEMENT SKILLS

Cogito_Corporation_Sales_Sheet

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