Cogito has developed voice analytics software that can analyze human voice patterns to detect customer sentiment and mental health symptoms. The software analyzes vocal characteristics like speech pace, tone, and pauses during phone calls to provide customer service agents insights into a customer's state of mind. This helps agents recognize customer confusion, frustration, or other issues and respond appropriately. Cogito is partnering with organizations like the VA to use voice analytics to monitor veterans' mental health remotely through passive smartphone sensors and surveys. The goal is to improve customer service and enable remote mental health monitoring through analyzing patterns in voice and language.

1. Voice Analytics Software
COGITO’…
LOKESHWARAN RAMU.

2. Introduction
Customer service calls can be frustrating for consumers and
agents. But there arises an idea to use behavioral analytics to make such
frustrating experience less onerous.
Cogito has been working on this lately from past year. They have
developed a software that senses human activities based on their voice.
Cogito partnered with the U.S. Department of Veterans Affairs to detect signs
of post-traumatic stress disorder (PTSD) symptoms in returning soldiers.

3. Why Voice Analytics?
Each day, companies feel hundreds of millions of phone calls from
customers, which, according to me, is the impact on customer decisions in
buying goods and services from the companies.
By Voice Analytics millions of call center workers are happier and
more productive.
According to the U.S. Bureau of Labor Statistics, about 5 million of
146 million workers in the U.S. are employed in call centers. That's roughly
one out of every 25 Americans.
So, the voice analytics provide their work easier and better by
knowing the customers mentality.

4. How Cogito Made This ?
Cogito recently secured funding in November to develop
technology for customer service applications. The company also continues its
history of using the technology to monitor mental health.
For this and other mental-health applications, the company
created a mobile app to passively monitor smartphone sensors to detect
behavioral information from voice recordings and texting, while prompting
participants to fill out surveys about their mental health.
Analyzing this data can reveal behavioral patterns, such as
withdrawal or lethargy, that assessed indicated a user's mental health.

5. How does it Works?
“Bridging the Communication Gap”
The software does following activities using sensors and give the
feedback for each. The tracking is based on the customers sound and
customers situation.
 Customers sound
 Disinterested.
 Confused.
 Speaking fast.
 Interrupting.
 Making pauses.

6. How does it Works?
Continued…
Based on the customer sound , the agent can perform
 proper pacing.
 Speaking with confidence.
 Expressing Empathy.
The customer sounds denotes the situation of the customer.
By this, the customer service agents will be able to recognize and handle that
circumstances.

7. “Honest Signals”
Honest Signals denote the normal intuition what we get when we talk
to some people. Sometimes the intuition may come true. If it sounds good
then no one will be felt alone.
Based on the intuition the software is to being built by Cogito and
Alex Sandy Pentland, Director of Human Dynamics Laboratory. Pentland spent
years in developing core technology of cogito.
once, He came to India for business meeting, there he noticed people
‘who said “it wont work” without trying it. There arises the ‘Honest Signal”
which lead to the Discovery of Sociometers. Sociometers are helpful in
analyzing the conversation.

8. Conclusion
Analyzing this data, without knowing the content of the
conversations, the researchers predicted with 70 to 80 percent accuracy the
outcomes of interactions such as job interviews, investment pitches, and even
scoring a second date.
And finally, they are ditching this idea into the smartphones. First idea
is to release the paper of this study. Waiting for it to be better than worse.

9. References
 http://phys.org/news/2016-01-voice-analytics-software-customer-
reps.html
For more details.
 http://www.cogitocorp.com/

10. Thank you