❓Frequently Asked Questions

How does CogNeed supports you during a call ?

CogNeed is a real-time assistant. It listens to you during your calls, and suggests useful information to help you face any situation.

As long as you are logged in and unless you decide to mute your microphone, everytime you will pronounce a keyword associated to a content card, an information window ("pop-up") will display on your screen to help you with your commercial or customer service approach.

Does CogNeed also work for incoming calls ?

Both incoming and outgoing calls are supported. CogNeed AI™ listens to your voice through your computer's microphone (or through the microphone that's connected to your computer if you're using a headset).

Can both sides of a call be analyzed by CogNeed ?

CogNeed can analyze both the agent's and the customer's part of the conversation.

This option varies depending on the integration with your telephony, and is subject to the data protection laws of the country in which CogNeed is used.

Which languages are supported ?

CogNeed is able to support most languages. In particular: French, English, Spanish, Portuguese, German, Italian, Russian, Japanese, Arabic, Chinese, ...

CogNeed AI™ is customisable and able to learn specific vocabulary very quickly: acronyms, business jargon, anglicisms, ...

CogNeed AI™ is also able to detect words in multiple languages if you mix languages in the same conversation.

An important word is not recognized correctly. What can I do ?

1. Sometimes accuracy can be affected due to poor mic signal or too much ambient noise. Thus, we highly recommend the use of headsets in order to have a fluid experience with CogNeed. If plugging in the headset does not detect the word better, please contact us at [e-mail] or on our shared workspace (Slack, Teams, Google Chat) so that we can do some additional checks.

2. Speech recognition accuracy can also decrease if, for example, the pronunciation of some words deviates too much from the "standard" pronunciation. This may especially be the case if, with the same headset and ambient noise configuration, the same word is correctly detected when spoken by your colleagues but not by you. If applicable, contact us at [e-mail] or on the shared workspace (Slack, Teams, Google Chat) to have us run additional CogNeed AI™ trainings on your voice.