Have you ever had a bad experience with a call center agent? John Kane tells us what he and Cogito are doing to help coach agents and monitor calls for quality.

John has a PhD in speech processing from Trinity College Dublin, which focused on developing novel techniques for analyzing voice quality. At Cogito, he runs the machine learning department.

Please visit the Cogito engineering blog to learn more about the technology we discuss in today’s episode.

The Voice Box is sponsored by Cobalt Speech and Language, premier providers of speech technology to hundreds of companies large and small. Contact us.