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INTRODUCING COGITO DIALOG Cogito Dialog helps people interact better on the phone by giving them a real-time visualization of how they and the customer sound as they are speaking. This feedback promotes active listening and improved mirroring and motivational skills, leading to more

caring and compassionate interactions. Dialog can monitor large populations for specific behavior patterns such as distress or engagement and inform managers as those patterns

are recognized.

HOW DIALOG CAN HELP YOUR ENTERPRISE

THE RESULTS

www.cogitocorp.com | [email protected] | 617.580.3101 | 7 Water Street, Suite 400, Boston, MA 02109 USA

© Cogito Corporation 2014

INCREASED SAVINGS through improved back- office management and program completion rates

IMPROVED RETENTION by more accurately detecting distress-related risk adjustors

INCREASED PRODUCTIVITY by supporting efficient and effective customer interactions, and identifying agent training needs

INCREASED PERFORMANCE by improving rapport and identifying the most interested customers

DIALOG

DELIVER REAL-TIME OBJECTIVE FEEDBACK Empower agents to be more responsive

INCREASE AGENT PRODUCTIVITY Spot opportunities and trends

IMPROVE CUSTOMER SATISFACTION Satisfied customers lead to increased revenue

IMPROVE CUSTOMER CONVERSION RATES Recognize buying signals in real-time

REAL-TIME IN-CALL FEEDBACK FOR AGENTS

MANAGEMENT TOOLS FOR SUPERVISORS

A POWERFUL NEW DATA SOURCE FOR ANALYSTS



LISTEN BETTER Promote active listening

EXUDE WARMTH AND ENTHUSIASM Improve pacing, mirroring and motivational skills

BE MORE PERCEPTIVE AND PERSUASIVE Increase customer engagement

DELIVER TARGETED COACHING & TRAINING Monitor the real-time performance of large agent teams

IDENTIFY HIGH VALUE OPPORTUNITIES Rank customers by levels of engagement and distress

SEE THE BIGGER PICTURE Monitor engagement change across your organization

TURN CUSTOMER INTERACTIONS INTO DATA Transform raw audio into useful metrics

PREDICT BEHAVIOR RELIABLY Use scientifically-valid psychological models

GENERATE INSIGHTS EASILY Export datasets or access programmatically

RESULTS 5% REDUCTION in customer dropouts

9% INCREASE in program comple1ons

4% INCREASE in C-‐SAT scores

8% INCREASE in Working Alliance scores

6:1 ROI



CHALLENGES With complex insurance and financial services products that have many rules, how customer service agents communicate and interact with customers is cri1cal to building trust and sa1sfac1on. This is par1cularly crucial when the informa1on provided is not what the customer wanted to hear or when the call is associated with a painful loss that will result in an insurance claim. Customers who distrust the agent or the agent’s response ini1ally could engage third par1es as intermediaries increasing the cost of the claim and reducing overall customer sa1sfac1on and reten1on levels. In a rela1onship limited to telephonic communica1ons only it is difficult for customer service agents to recognize when the customer understands and accepts the informa1on provided and to know if they are interac1ng in a way that consistently builds trust. While some agents demonstrate success in handling difficult situa1ons consistently, the lack of objec1ve data on which behaviors consistently result in successful service calls makes it difficult to assess and develop these skills across teams. Addi1onally, current compliance focused call recording solu1ons, do not allow supervisors to target their monitoring and feedback ac1vi1es towards good or bad sounding calls further inhibi1ng the development of these cri1cal service skills.

SOLUTION Cogito Dialog is installed with health care claims service teams providing agents with a real 1me view of how they and the customer sound during a call. This feedback promotes ac1ve listening and improved mirroring skills, leading to more caring, compassionate and trusted interac1ons. Agents match tone and pacing beIer helping them sound more empathe1c on no1ce of loss conversa1ons or when communica1ng adverse coverage decisions. Service agents recognize in real 1me when a customer sounds distressed, is not coping well with the situa1on or needs more handholding. Agents receive con1nuous feedback on how they and the customer sound enabling them to adjust their approach to shape the outcome of the call in real 1me. Supervisors use these measures to understand which behaviors consistently produce the best outcomes, to monitor the performance of teams and to direct immediate feedback to agents further reinforcing the best prac1ce behaviors. Alerts can no1fy supervisors when a customer or agent sounds distressed during the call allowing them to monitor the call live and provide assistance if necessary.

“Dialog reminds you to meet the member where they’re at. Some8mes when you’re on the phone and the day is busy, I’m 3,000 steps ahead of the member and I can look at Dialog to see where I am and where the member is and I remember to dial it back a liAle (or a lot), which helps with engagement. I match tone, speaking.” -‐ Claims Agent “Dialog makes you start to think, if this person is stressed or worried, then I need to be worried or concerned about the call or how they feel about their claim and try to make them feel beAer. You don’t want a call where the person is so worried that they’re stressed out. We don’t want that to be an experience for them.” -‐ Service RepresentaCve

DIALOGIMPROVING CUSTOMER EXPERIENCE IN INSURANCE OPERATIONS

RESULTS 15% INCREASE in customer conversion rates



CHALLENGES Consistently successful phone-‐based sales agents have developed a set of skills which allow them to quickly establish trust and rapport with a prospect, rapidly generate interest, accurately sense the right 1me to ask for commitment and know when to cut their losses and move on to the next contact. The skills needed to consistently succeed include ac1ve listening, mirroring, and fluid turn taking – all which contribute to making the agent more empathe1c, percep1ve and persuasive. Sales teams with these skills will consistently generate higher sales/hour. The challenge with teaching, developing and reinforcing these skills — and performing them well consistently — is that they are all difficult to assess objec1vely using current assessment tools and analy1cs.

SOLUTION Cogito is installed with phone-‐based telephone sales agents recrui1ng Medicare and commercial members into mul1-‐call care management and wellness programs. The sales calls are single step cold calls with the objec1ve of gaining the members commitment to join the program. Success is measured by gePng ini1al agreement to par1cipate and by comple1ng the first program call with the clinician (conversion). Cogito Dialog is installed with both the inside sales teams and the telephonic clinicians. Cogito provides a real 1me visualiza1on that enables agents and supervisors to see how they and the customer sound during a call. Having these visualiza1ons helps agents mirror the customer beIer, listen beIer and generally recognize buying signals or their absence more quickly and consistently resul1ng in increased conversion and reten1on rates and shorter ramp-‐up 1me for new agents. Supervisors have “hard” data to quan1fy and assess “soV” sales skills of agents, to iden1fy best prac1ces and to iden1fy agents who need addi1onal training and coaching. Sales managers can iden1fy which prospects are more likely to “close” increasing the accuracy of sales forecasts. Marke1ng managers can iden1fy customers to target for addi1onal offers. Data analysts can use Cogito to iden1fy opportuni1es to improve workflow and outcomes.

“When I get busy, I tend to rush things through. I can go through the en8re presenta8on in a minute and the member will be like what? When I watch Cogito, it makes me slow down rather than just get through it. Helps remind me to slow down and take a breath – think about what you’re doing.” -‐ Customer Engagement Specialist

DIALOGIMPROVING CUSTOMER CONVERSON RATES WITH PHONE-BASED SALES TEAMS

RESULTS 10% INCREASE in number of high performing claims managers

300% INCREASE in referrals to behavioral health programs

9:1 ROI from reduced disability claims dura1ons

2:1 ROI from reduced disability related medical costs



CHALLENGES Disability claims managers must be able to build an effec1ve rela1onship, obtain disclosure and respond to cues from claimants that fall outside of normal disability interview protocols. They must make decisions on where to deploy limited resources in order to generate the most impact. However, in a rela1onship limited to telephonic communica1ons only, where visual cues are absent, it is difficult for claims managers to consistently and correctly assess ini1al return to work (RTW) engagement levels, to know if engagement levels are tracking in the right direc1on and to know if they are interac1ng with customers in a way that consistently builds trust. Addi1onally, while some claims managers consistently achieve more successful RTW outcomes, the lack of objec1ve data on which behaviors consistently produce shorter dura1ons makes it difficult to assess and develop these skills across teams.

SOLUTION Cogito Dialog is installed with group STD claims management teams. Dialog provides claims managers with a real 1me view of how they and the claimant sound during a call. This feedback promotes ac1ve listening and improved mirroring and mo1va1onal skills, leading to more caring and compassionate interac1ons, increased trust and beIer outcomes. Claims managers receive con1nuous feedback on their ability to engage claimants and on their opportuni1es for improvement enabling them to shape the outcome of the call in real 1me. Claims managers use the engagement measures to objec1vely assess progress over the course of an RTW program and to review recordings of prior calls as prepara1on for the next call allowing them to make adjustments to their approach as needed. Supervisors use these behavior measures to understand which behaviors consistently produce the best results, to monitor the performance of distributed teams and to direct coaching and training where needed. Return to work models alert claims managers that a claimant is at risk for late return to work or that they are likely to return to work early. Claimants at high risk for adverse outcomes are assigned to claims managers who have an above average RTW track record, are selected for more intensive outreach by the claims manager, or are referred to behavioral health if an undetected behavioral health problem is suspected as the cause of low engagement. Highly engaged claimants signaling early return to work are selected for investments in occupa1onal rehab or other investments that are likely to increase the success of return to work programs.

“It’s like an extra set of eyes and ears to manage business.” -‐ Disability OperaCons Director “One thing I do look at with Dialog is trying to get the person engaged if they’re not really speaking. If I’m really domina1ng the conversa1on, I ask ques1ons that can’t be a yes / no answer to try and get them engaged. That’s one thing I definitely look for.” -‐ Disability Benefit Manager

DIALOGSHORTENING DISABILITY DURATIONS BY IMPROVING ENGAGEMENT IN RETURN TO WORK PROGRAMS

RESULTS 250% INCREASE in iden1fica1on of members at risk for BH comorbidi1es

AN INCREASE of 868 members enrolled in BH care

163 ADDITIONAL Medicare Advantage members coded with HCC 55 driving accurate risk based premiums

3:1 ROI



CHALLENGES Consistently succeeding at engaging and ac1va1ng members in managing their own health requires telephonic coaches to understand a member’s ini1al level of confidence and convic1on and to develop a rela1onship based on trust to help members develop the skills, knowledge and confidence to self-‐manage their health. Exacerba1ng the engagement problem is a high prevalence of co-‐morbid behavioral health (BH) problems in chronic and acute popula1ons, which creates a barrier to engagement. The standard tools for detec1ng the presence of co-‐morbid BH problems can be unreliable as they rely on member self-‐report. Members oVen don’t know if they are suffering a BH problem or if they do realize it, they are unwilling to admit it in a telephonic interview with a health plan clinician. It is es1mated that depression, for example, is missed in approximately 85% of chronic disease pa1ents (Milliman, 2005). The other problem with these tools is that they are delivered episodically during a program oVen on the first and last call only. This methodology misses BH problems that develop during the program. The key to success of these programs is to accurately and con1nuously assess in real 1me a member’s engagement level and to enable early and reliable detec1on of BH comorbidi1es. Early, con1nuous and reliable measures of BH risks allow agents to more effec1vely engage members in a conversa1on about programs and services which can help them.

SOLUTION Cogito Dialog is installed with telephonic teams delivering care management programs to Medicare Advantage members with chronic disease. Dialog provides coaches and claims managers with a real 1me view of how they and the customer sound during each call. Coaches have real 1me measures of engagement during the call enabling them iden1fy in real 1me when members exhibit the classic indica1ons of a distress such as paucity of speech, flat affect and short uIerances. When agents recognize these paIerns of behavior, they engage the member in a conversa1on about the risk of co-‐ morbid BH issues with people living with chronic disease. Once that context is established, customers respond more honestly to the BH screening ques1ons resul1ng increased iden1fica1on of BH problems and increased referrals to services. To aid this process we developed a “sounds depressed” predic1ve model based on behaviors during the call, which alerts the agent, supervisors and popula1on health managers to members who exhibited behaviors commonly associated with depression.

“We have no control over whether a member is engaged when they come to us. What control we do have is recognizing how engaged they are and making a difference for the beAer.” -‐ Director of InnovaCon

DIALOGDELIVERING MORE TIGHTLY INTEGRATED PHYSICAL AND BEHAVIORAL HEALTH CARE TO COMPLEX POPULATIONS

RESULTS 75% ACCURATE at predic1ng program comple1on aVer first or second call

40% INCREASE in 1me agent spends with engaged members when used to priori1ze outreach to engaged members

15% INCREASE in program enrollment rates

93% ACCURATE at predic1ng agent performance



CHALLENGES Managed care organiza1ons successfully engage about 50% of their popula1ons. While some coaches consistently demonstrate success at engaging members, other coaches consistently perform at a lower level. In this client, top performing coaches consistently performed 30% beIer that the other coaches working similar popula1ons and cases. The lack of objec1ve data on which behaviors consistently produce higher success rates makes it difficult to close this performance gap. By understanding which behaviors consistently lead to beIer outcomes, supervisors can improve the overall performance of care management teams by developing these skills across teams and by hiring new coaches who have these core skills.

SOLUTION Cogito is deployed to monitor engagement status on 100% of chronic disease management telephone calls. Cogito uses voice and behavior analysis to determine the behaviors of coaches that consistently produced superior ini1al and sustained engagement results. A large part of that performance difference was explained (sta1s1cally) by agent speech behaviors. High performers were found to exhibit consistent tone, fluid delivery and high dynamic varia1on – essen1ally sounding more professional, confident and enthusias1c. 26% of composite agent performance variance is predicted by these principal components of speech behavior. The clients training team was engaged to develop programs to train coaches on how to use these best prac1ce behaviors. Cogito con1nuously monitors and scores calls on whether coaches are consistently using these best prac1ce behaviors. Supervisors use the “hard” data on these “soV” skills to understand which behaviors consistently produce the best results, to monitor the performance of distributed teams, to drive targeted coaching and training and as input into the assessment of poten1al new hires. Addi1onally, interac1on behaviors on the first call accurately predicted future program engagement. This provides the coaches a measure for assessing engagement progress over the course of a program and to drive alerts to coaches, supervisors and popula1on health managers when members are likely to drop out of a program.

DIALOGIMPROVING AGENT ENGAGEMENT SKILLS

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