It doesn’t really need saying, but Conor Sprouls is a human being. His job is to talk to other humans, as a call center representative in MetLife’s disability insurance department. And as he began his workday one recent morning, he received exactly the kind of call he’s been trained to handle: It was from a human with an anxiety disorder, who needed help understanding their coverage.
But something else—something not human—was listening in, too, and it had suggestions for how Sprouls could be a better human. Be more empathetic, it told him once (though not in those exact words), through a pop-up on his screen. You’re taking too long to respond, it said a few other times.
These little nudges are the work of Cogito, a Boston-based artificial intelligence company that also works with Humana, and other major clients. For about two years, MetLife has used Cogito to monitor its call centers. The system sends alerts whenever it thinks a representative could improve their interactions, such as displaying more empathy or increasing their vocal energy. Interactions are tracked and scored, and managers can review to see who on their team may need improvement.
When Cogito rolled out, some MetLife employees were concerned about constant supervisor oversight and notification overload. But Sprouls says the system isn’t so bad. “A lot of us look at Cogito as a personal job coach,” he says. In the old days, human supervisors would randomly listen to associates’ calls—catching particularly easy or challenging ones, but never getting the full picture, Sprouls says. AI hears all. “Cogito is going to give you the end result: who needs to work on what,” he says.
هذه القصة مأخوذة من طبعة March 2020 من Entrepreneur.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك ? تسجيل الدخول
هذه القصة مأخوذة من طبعة March 2020 من Entrepreneur.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك? تسجيل الدخول
How to Succeed With Gen Z Workers
People often say that younger employees are different. But are they? We asked six business leaders what they've learned, and how their teams thrive.
There's No Perfect Answer
I worked the same job for 19 years. I hated it, but it paid the bills. Then, in 2017, I entertained an exciting but terrifying question: Could I be an entrepreneur? I wasn't sure, so I needed something that felt like a guarantee. I searched for signs that would feel like a big, clear \"yes!\" Instead, what I found was a tarot card deck.
10 HOTTEST TRENDS for 2025
Want to buy a brand that buzzes? Here's what to know.
BUILD YOUR MONEY MACHINE
A franchise isn't just a franchise. It should be a Money Machine, creating profit even while you're out of the office. Here's how.
The Top Franchises for Veterans
Are you a military vet looking to become a franchisee, or just want to support a brand that supports the troops? Check out these 150 brands.
20 LEADERS WHO ARE DEFINING ENTREPRENEURSHIP TODAY
In a year of disruption, we wanted to know: Whose work will define the years to come? We reviewed hundreds of names and picked 20 leaders across a range of industries and sizes. Meet them on the following pages, and see what it takes to thrive in 2025 and beyond.
How to Become a Main Street Millionaire
It started when I bought one little laundromat. Now I have a whole portfolio of small local businesses that bring in tens of millions in revenue a year. Here's why following my playbook could be your ticket to financial freedom-and saving America's local small businesses.
Want to Better Serve Your Clients? Become Them.
As a designer for brands, starting my own product company gave me a dose of humilityand it changed the way I relate to clients.
I've Been a Publicist for 17 Years.Don't Hire Me.
Entrepreneurs often think they need PR. Most don't. Here's why you're probably better off not hiring someone like me.
The CEO's Advice to the MVP
Kickstarter CEO Everette Taylor knows the formula for a successful launch. NBA champ Jaylen Brown recently launched a shoe and athleisure brand. They have a lot to teach each other.