Frequently asked questions

We are currently experiencing a major transformation of interactions between companies and their customers, with a shift towards remote interactions, including in B2B. In this context, many interactions take place in writing - email, livechat, written bots etc. However, the voice remains an important medium, and the quality of oral exchanges becomes essential even when a written or automated alternative is available.

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It seems essential to us to add value during the phone conversation, and not after. This allows us to have an immediate impact on the quality of the conversations, on team productivity, and to facilitate the memorization of new knowledge by users during their productive time on the phone. And this without requiring any additional time investment for analysis, self-assessment and coaching.

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The content of the information windows and the choice of voice commands that make them appear is defined when the solution is implemented, and evolves throughout use, according to the changes of your offer and internal processes. We recommend if possible to involve your teams in CogNeed’s implementation from the start, and to engage them in the continuous improvement of the knowledge base.

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Our goal with CogNeed is to allow you to customise your solution so that it is perfectly in line with your best practices. This implies that the displayed content is defined in relation to the context in which it will be used. The information displayed will be yours, and it may change from project to project: the same keyword may show different content to a sales rep and a customer assistant, a newly hired user, or an experienced agent.

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With CogNeed, our goal is to augment human agents rather than replace them by robots. We seek to combine the best of human qualities - their judgement, emotional and relational capacities - with the best of technology and its ability to memorise and retrieve information almost instantaneously.

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CogNeed AI™, after a learning period of 1 to 2 weeks, reaches a detection accuracy level of 95%. And it works just as well with words from everyday language as with the jargon specific to your company, your product names or those of your competitors, including when the conversation mixes words from several languages.

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Using CogNeed results in the following benefits:

• Better team productivity
• Better business performance,
• Better compliance with your formulations and processes
• Accelerating the upskilling of new employees
• A reduction in the duration of initial training
• The development of a knowledge base adapted to each function, which highlights best practices and involves your employees

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CogNeed AI™ is a tool that has been designed for teams operating by phone, to provide them with real-time assistance during calls allowing them to be more efficient. Very easy to use, it integrates well into their work environment without overloading it and offers them a safety net to always be on top, even on subjects with which they are less familiar. Finally, CogNeed does not require conversations to be recorded, which is generally well received by user teams.

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CogNeed is designed to be natively compliant with European data protection regulations. We offer the choice of processing only the voice of the user, or also that of his client, and we do not need to record the conversations.

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CogNeed operates in a secure cloud, which allows us, if you wish, to guarantee that your data will be operated in France, and meets the best IT security standards.

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