Boston-based call analytics startup Cogito today closed a $25 million convertible debt round led by Goldman Sachs Growth Equity, Salesforce Ventures, and other new and existing investors. The company says this latest capital will be used to expand its go-to-market efforts and accelerate the development of new products.
Algorithm-driven call center platforms promise unprecedented insight into the performance of customer support agents. That’s particularly valuable in the midst of the pandemic, when historic call volume and physical distancing precautions make the need for triaging more acute. In March, as call center workers in the Philippines began to social distance, hold times for U.S.-based companies like TD Bank, Delta, and American Express increased dramatically.
Cogito, which was cofounded by MIT computer scientist Alex Pentland, develops software that performs emotional and sentiment analysis on call center conversations using natural language processing. It measures energy level, pace, tone of speech, and other factors