Voice analytics to boost customer service, even save lives

January 29, 2016

News Type:  Weekly Spark, Weekly Spark News


A healthcare service-focused startup, Cogito Corp., is using its voice-based technology to help the U.S. Department of Veterans Affairs (VA) provide mental health services to veterans. It will help improve assessment of the mental health of veterans who call for services and identify callers who might need suicide prevention or other care. Its software, called Cogito Dialog, monitors speech for patterns and behaviors that could indicate a variety of responses, including confusion and disinterest, and assess engagement levels during customer calls.This technology was developed with grants and help from the U.S. Defense Advanced Research Projects Agency and health-focused agencies, such as the National Institute of Mental Health and Massachusetts General Hospital. As part of the agreement, the VA will collect information about callers (who choose to enroll) from recorded calls and mobile usage data, and synthesize that data into “clinically validated behavioral indicators.”

Spark Extra! For more information on identifying veterans at high risk, see Database May Help Identify Veterans on the Edge.