Cogito promises to "coach" call centre workers empathy using AI. Companies such as Cogito promise to "deliver empathy on an enterprise scale" by using artificial intelligence to "coach" call centre workers in real time. Cogito monitors the words, tone and pitch of customer calls. Can a machine really teach a human how to be more human? Cogito says call centre workers, like army medics, can "become emotionally exhausted and withdrawn to the point that basic social signals in conversation become hard to recognise".

Source: New Zealand Herald April 14, 2021 04:22 UTC