Humana is using an AI-powered software called Cogito to coach call center workers on how to respond to customers with more empathy. The software listens to employees’ customer phone calls and analyzes vocal cues like pitch, tone and rhythm to offer feedback.
On a computer, Cogito will remind call center employees to “[t]hink about how the customer is feeling,” or that there’s been “extended silence,” according to USA Today. Cogito, which works with call centers for other large insurers like MetLife, as well as credit card companies, says it has more than 25,000 users.
While some companies have seen AI boost efficiency and reduce costs, the technology has also drawn criticism for potentially leading to job losses and discrimination issues, according to the report.
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