❓Frequently Asked Questions

How does CogNeed support you during a call?

CogNeed is a real-time assistant. It listens to you during your calls and offers relevant information to help you navigate any situation. As long as you're logged in, unless you choose to mute the microphone, each time you say a keyword associated with a content card, an information window will appear on your screen to assist you with your sales or customer support efforts.

Does CogNeed also work for inbound calls?

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

Can both sides of a call be analysed by CogNeed?

CogNeed offers the ability to analyse both the agent and customer portions of the conversation. This option varies depending on your phone system Integrations and is subject to the data protection laws of the country where CogNeed is used.

What languages ​​are supported?

CogNeed is capable of understanding most languages. Specifically, it includes: French, English, Spanish, Portuguese, German, Italian, Russian, Japanese, Arabic, Chinese, and more. CogNeed AI™ is customizable and can learn specific vocabulary very quickly (within 24 to 48 hours): acronyms, corporate jargon, anglicisms, and more. CogNeed AI™ can also detect words in multiple languages ​​simultaneously if you mix languages ​​in the same conversation.

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

• Sometimes accuracy can be affected by poor microphone signal or excessive ambient noise. We strongly recommend using a headset to ensure a smooth CogNeed experience. If connecting a headset doesn't improve word detection, contact us at [e-mail] or via our shared workspace (Slack, Teams, Google Chat) so we can run some additional checks.

• Speech recognition accuracy may also decrease if, for example, the pronunciation of certain words deviates too much from the "standard" pronunciation. This may be the case, for example, 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 this happens, contact us at [e-mail] or via the shared workspace (Slack, Teams, Google Chat) so we can run additional CogNeed AI™ training on your voice.