Agent Cogo Named Entity Recognition

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Agent Cogo is an AI-powered Quality Assurance Analyst designed to enhance contact center operations by automating call monitoring processes. It leverages natural language understanding to evaluate calls promptly, at scale, and with consistent reliability. By automating call quality monitoring, Agent Cogo enables coaching with greater consistency and transparency, lowers compliance risk through higher call coverage and reduced audit time, and frees up frontline staff to focus on improving customer experience and business outcomes. The platform is pre-trained with the latest language models tailored to various industries, ensuring ease of use without the need for data science expertise. Key Features and Functionality: - Scorecard Builder: Easily create fully customizable agent scorecards to assess performance. - Unlimited Scorecards: Tailor scorecards for different types of customer interactions, allowing flexibility in evaluation criteria. - Scorecard Processing: Increase coverage by scoring a higher volume of customer interactions efficiently. - Annotated Transcripts: Provide complete transparency and ownership of call data with detailed transcripts. - Analytics Dashboard: Review agent and team scorecards, and access specific call segments for in-depth analysis. - Scorecard Results Export: Integrate results with existing CRM, contact center, or BI platforms for seamless data management. Primary Value and Problem Solved: Agent Cogo addresses the challenges of manual call monitoring by automating the quality assurance process in contact centers. This automation leads to more consistent and transparent coaching, reduces compliance risks through comprehensive call coverage, and allows frontline agents to concentrate on enhancing customer satisfaction and driving business results. By eliminating the need for extensive manual audits, Agent Cogo streamlines operations and ensures reliable evaluation of customer interactions.