Verint has acquired Cogito, a real-time agent coaching and guidance solutions provider.
A company spokesperson confirmed the roll-up to CX Today, which was finalized in October 2024.
Already, Verint has harnessed Cogito’s technology to release a new bot for scoring customer and agent experiences.
The "CX/EX Scoring Bot" tracks all contact center calls in real time to attach live scores. Supervisors can then leverage these to monitor their team’s performance, with alerts recommending intervention and praise.
Additionally, managers and resource planners may take that insight to make targeted operational decisions that impact the broader team.
Ultimately, several other contact center AI providers have similar agent guidance propositions. However, the sophistication of Cogito's AI proved to be a differentiator for Verint.
Indeed, Cogito extracts and evaluates 200+ acoustic and lexical signals in “milliseconds” to more accurately interpret the customer-agent conversation and inform the bot’s scores.
Sharing a statement on the acquisition with CX Today, the Verint spokesperson added:
The real-time coaching and CX/EX scoring technology developed by Cogito is an excellent complement to Verint's CX Automation solutions.
"This is evidenced by our announcement of Verint CX/EX Scoring Bot, running in the Verint Open Platform as the newest addition to our Verint Agent Copilot Bots, which deliver stronger, faster AI business outcomes for leading brands around the world."
Other examples of the Copilot Bots include those that coach agents in real-time, transfer contacts with context, proactively offer relevant knowledge articles, and automate post-contact processing.
Yet, these are just a fraction of the 40+ total bots Verint has released over the past 18 months, each aiming to augment a specific contact center role, mechanize one function, and automate without disruption.
Verint leverages not just large language models (LLMs) but various forms of AI to best automate one task, as the new scoring bot underscores.
Some of these bots can also work together to mechanize multi-step processes.
For instance, Verint’s Quality Template Bot auto-builds quality assurance (QA) scorecards that feed a Performance Scoring bot that auto-fills them.
