The News: Real-time coaching and guidance solution provider Cogito announced a partnership with Medallia to integrate into the company’s experience management platform. This integration will enable data to be shared between the two solutions, resulting in more customized and real-time agent guidance cues and improved customer journey analytics. More detail on the announcement can be found in this Press Release.
Medallia also released information about a new milestone, with the company reaching and surpassing 1 million weekly active AI users. Further, the company revealed it has invested $750 million over the past 2 years in AI and machine learning (ML) and teased forthcoming releases for AI that will leverage predictive and proactive intelligence. More information is in the Press Release on Medallia’s website.
Medallia and Cogito Partner; Medallia Reaches AI Milestone
Analyst Take: This past week saw two experience management announcements with Medallia in the mix. One centered on the company’s new integration with Cogito and the other was the release of data around its AI-related growth, with the reveal that there are 1 million weekly active AI users on its platform, with its AI being trained by more than 60 billion experience signals.
Cogito and Medallia Partnership
Cogito and Medallia have formed a partnership that centers on integrating complementary strengths to provide a more comprehensive data flow that can be leveraged for more tailored real-time agent guidance as well as improved customer journeys in enterprise contact centers.
The integration will see Cogito’s Emotion and Conversation AI data being captured in each call, adding in a layer of customer behavior data points which will enhance Medallia’s customer journey analytics.
Cogito is a company that was founded on the idea of identifying a speaker’s emotional state to deliver recommendations that could help steer conversations in a positive way. Its Emotion AI solution can analyze over 200 voice signals and Conversation AI then analyzes the words and topics to deliver real-time cues to agents.
I recently spoke with Cogito CEO, Joshua Feast when the company introduced its EX Score measurement, another tool to help contact centers determine pain points in real time that could lead to potential agent burnout and turnover. Feast emphasized the company’s commitment to incorporating the human dimension for both customers and agents, creating technologies to support that goal. This integration fits well with that aspiration, with the ability to tap into Medallia’s vast amount of existing and ongoing CX data to better craft guidance cues for contact center agents.
For Medallia, the addition of Cogito’s data will help create a more comprehensive view of each customer which can in turn be acted upon to enhance the customer journey.
“By combining omnichannel customer insights and sentiment analysis with Cogito’s real-time coaching, we’re giving enterprise contact center agents the resources to provide a better, more seamless experience,” says Alex Glanz, EVP of Strategy for Medallia. “Together, our integrated solutions will enhance the quality of each customer interaction and lead to increased loyalty, reduced costs and overall improved business performance.”
Medallia’s Weekly Active AI Users Surpasses 1 Million
As one of the bigger solutions providers in the experience management industry, it is not a surprise that Medallia is providing a view into its AI growth, touting more than 1 million weekly active AI users, in addition to revealing that the company has invested $750 million in AI and ML over the past 2 years alone. Another data point shared is that its AI capabilities are being trained by more than 60 billion experience signals.
The announcement also served as a reminder that Medallia has been using AI for quite some time and is not a newcomer to using AI in experience management.
Joe Tyrell, CEO of Medallia says, “While many companies are just now announcing their intention to invest in AI, Medallia customers have been leveraging our AI for more than 15 years to improve the experiences they provide to their customers and employees, increasing loyalty and retention, all while achieving significant operational efficiencies. Having 1 million weekly AI users on our platform, leveraging the insights from over 60 billion experience signals, proves Medallia AI is not a future promise, but rather has long been a reality.”
The company has been building out its AI and ML capabilities since 2008 when it launched text analytics. Currently the company’s AI is used in text analytics, speech, and conversational analytics as well as other capabilities including:
- Real-time sentiment analysis of unstructured text
- Speech-to-text transcription to capture insights from every conversation
- Automated scoring of every digital customer experience with a unique digital experience score (DXS) for predictive analytics, measuring the quality of a user’s experience
- Using unsupervised ML to automatically surface of comprehensive trends
- Real-time decisioning to inform next best actions that are tailored to the changing needs of each customer
Medallia alluded to upcoming enhancements to its Athena AI, centering on personalization at scale, automations, and analytics. It will be interesting to see what is next and what the differentiators will be in its approach to leveraging AI across its experience capabilities.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
Customer Wins for Cogito, Medallia, SugarCRM, DecisivEdge, and Konnect Insights
Continuous EX Measurement Allows for Increased Ability to Make Positive Change
Medallia Names Joe Tyrrell as Chief Executive Officer
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
