Baltimore-based CareFirst BlueCross BlueShield tapped Boston-based emotional intelligence solution Cogito to help service representatives engage in personalized and empathic conversations with policyholders.
Cogito provides instant feedback to phone representatives by using artificial intelligence to help representatives redirect dialogue depending on the course of the phone conversation. The solution creates an automated customer experience score for each phone call.
"Every telephone interaction with a member is an opportunity for us to earn their trust and assist them with their health insurance needs," Julie Fisher, vice president of service and operation technical support at CareFirst, said in a prepared statement. "We are deploying Cogito's technology to build a better rapport and provide our customer service representatives with an instant window into the voice of the customer across all our calls."