Verint has acquired Boston-based Cogito for $38 million, enhancing its AI-driven customer engagement capabilities with real-time coaching technology. The acquisition, completed on October 11, 2024, was disclosed via Verint’s Form 10-Q filing. Cogito's technology analyzes over 200 acoustic and linguistic signals in real time, aligning with Verint's strategy to improve customer and employee experiences. The deal includes potential contingent payments up to $23 million based on performance by October 2026.

In an era where artificial intelligence is reshaping industries and daily life, a new frontier is emerging: Emotion AI, also known as affective computing. This technology aims to bridge the gap between human emotions and machine intelligence, changing how we interact with computers and digital systems. Emotion AI encompasses a range of technologies designed to detect, interpret, and respond to human emotional states. These systems use computer vision, voice analysis, biometric sensors and advanced algorithms to discern users’ feelings and moods, opening up new possibilities for personalized and empathetic digital experiences. The foundations of this field trace back to the late 1990s, with pioneering work by researchers like Rosalind Picard at the MIT Media Lab. However, recent advancements in machine learning and sensor technologies have accelerated progress, attracting interest from tech giants and startups alike

BOSTON--(BUSINESS WIRE)--Cogito, the leader in real-time AI guidance and coaching for the enterprise, today announced the signing of a multi-year agreement to continue its collaboration with a Fortune 25 telecommunications (telecom) provider. The extended relationship supports 30,000+ frontline contact center agents with Cogito’s real-time AI guidance and coaching to manage complex customer interactions, bolster operational insights, and elevate customer and employee experiences. Since beginning its relationship in 2019, Cogito has helped the organization continuously scale to become one of the largest U.S. telecom providers, achieving significant ROI. Through Cogito’s AI being fully integrated into the company’s CRM system, the organization has reduced operational metrics like average handle time (AHT), alongside elevating customer satisfaction scores (CSAT). Additionally, Cogito’s real-time agent assist technology has helped the organization increase its revenue through enabling agents to go beyond providing service to effectively seize sales opportunities