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On September 4, 2019, Humana announced that its pharmacy call center has been testing use of an artificial intelligence (AI) software developed by Cogito to help agents communicate better with callers. The software analyzes over 200 behavioral signals through voice patterns including, pitch, tone, pace, and vocal effort, and provides real-time guidance. Cogito’s AI notifies the agent when, for example, they are being slow to respond, speaking too quickly or interrupting the customer.

Humana first mentioned the AI approach in a February 2019 press release announcing that, for the second year, it was named the top U.S . . .

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