"AI ushers this movement forward by helping identify the right proposal to make based on the customer's personalized history and needs, while simultaneously enhancing the agent's capabilities by recommending the best moment and language to seamlessly integrate into the service experience."

Josh Feast, CEO and co-founder, Cogito, commented on a Cogito survey on consumer preference when it comes to engaging with AI in the customer experience. The survey found that respondents ranked customized sales offers as the number one positive impact of AI on customer service experience.