Overview
Who COLE Is
"I was built for one person — the contact center manager who shows up every day carrying more than any one person should. I know your mornings, your afternoons, and your Sundays. I was built for all of it."
COLE is a character-driven AI system — athletic male, mid-30s, navy suit, burnt orange shirt, ElevenLabs "Adam" voice — built on 30 years of real contact center operations experience. He comes loaded with 103 proven prompts across 8 categories (92 standard + 11 SUPER) and gets measurably smarter the longer your team uses him through a proprietary 5-part Feedback Loop and ROAT™ scoring engine.
COLE is not limited to workforce management. He's built to touch every area of your operation — scheduling, coaching, escalations, reporting, HR, leadership, sales performance, customer experience, and agent retention.
Core Capabilities
What COLE Does
COLE operates across every discipline a contact center leader touches — translated into language your team and your leadership both understand.
📅
Scheduling & Forecasting
Data scrubbing, forecast variance analysis, shrinkage planning, contingency plans, and same-day staffing gap response — built from 30 years of real scheduling crises.
🎯
Coaching & Performance
Prep for 1:1s, build performance improvement plans, draft recognition messages, and coach both sales conversations and service interactions — improving revenue and CSAT together.
🚨
Escalation Handling
Real-time de-escalation language, customer response drafts, internal documentation, and post-escalation coaching so the same issue doesn't repeat.
📊
Reporting & Director Translation
Turns WFM data into leadership-ready narratives. Drafts the update, the explanation, and the recovery plan — before your director has to ask.
👥
HR & Compliance
LOA coverage messaging, FMLA documentation language, PTO/RTO management, and difficult-conversation prep — handled with care and clarity.
💡
Leadership & Culture
Monday kickoffs, morale messaging, recognition nominations, and quarterly vision communications that build a stronger team culture.
📈
Sales & Revenue Coaching
Helps agents turn conversations into conversions. Better coaching on sales calls directly impacts revenue per call — a number your director watches closely.
❤️
Agent Engagement & Retention
Flight risk detection, stay interviews, burnout signals, and retention strategies — so your best people stop walking out the door before you even know they're leaving.
Proprietary Intelligence
ROAT™ — Return on AI Technology
COLE doesn't just help — he proves it. ROAT™ is 92eleven's proprietary scoring formula that quantifies your team's improvement over time. It's the only metric in the contact center AI space that turns "this AI is helping" into a number you can show your director.
The ROAT™ Formula
(Quality Score × 0.40) + (Improvement Rate × 0.25) + (Complexity Escalation × 0.20) + (Satisfaction Trend × 0.15) = ROAT™ Score (0–100)
What It Tracks
| Component | What It Measures |
|---|
| Quality Score | How well COLE's outputs are rated session over session |
| Improvement Rate | Week-over-week change in output quality and outcomes |
| Complexity Escalation | How much more sophisticated COLE's guidance becomes as he learns your operation |
| Satisfaction Trend | Rolling 4-week trend in how the manager rates each session |
Every Monday, COLE delivers a ROAT™ brief automatically — current score, biggest improvement, and where to focus next. At higher tiers, ROAT™ is visualized on a live dashboard your director can review directly.
The Compounding Advantage
COLE Learns You.
This is what separates COLE from every generic AI tool: he gets smarter about your specific operation with every interaction. By session ten, COLE isn't a generic AI anymore — he's your AI.
| Stage | What Happens |
|---|
| Session Rating | After each session, a simple 1–5 rating captures how useful COLE's response was |
| Context Capture | A one-sentence note captures what worked, what didn't, or what's needed next |
| Session Memory | COLE logs what was discussed, what he produced, and how it was rated |
| Complexity Escalation | COLE automatically increases depth and specificity as your team's needs grow |
| Improvement Cycle | Every new session opens by acknowledging prior feedback — "Last time you mentioned X, here's how I've adjusted" |
Team Profile Builder
At higher tiers, COLE builds a living profile of your team — agent names, development focus areas, your director's communication style, and your operation's specific pain points. Every response is shaped by that profile.
Deployment Tiers
How Companies Deploy COLE
COLE scales from a single manager's prompt library to a fully autonomous, voice-activated operations layer — each tier builds on the one before it.
103 prompts across 8 categories. Works with any LLM — Claude, ChatGPT, Copilot. ROAT™ tracked manually. Best for: individual managers getting started.
$49
Automated Feedback Loop. ROAT™ auto-tracked with weekly email brief. Follow-up sequences built in. Best for: a manager ready to let COLE run continuously.
$99
Multi-channel — email, SMS, calendar. Real-time webhook alerts. ROAT™ web dashboard with director export. Best for: a manager who needs COLE visible across their workflow.
$199
Custom configuration via 20-question intake. Team profile builder. Director communication style profile. Slack MCP integration. Best for: an operation that wants COLE configured specifically for them.
$299
OAI Enterprise
Tier 4 — Voice Activated
Voice — COLE answers and makes calls (ElevenLabs "Adam" + Twilio). Full WFM platform integration (Calabrio, Verint, NICE). Microsoft Teams + Slack MCP. Autonomous scheduling and reporting. Multi-tenant. White-label available. Best for: enterprise operations ready for an always-on AI ops layer.
$499+/mo
Custom Deployment
For organizations with specific legacy systems, compliance requirements, or scale needs, 92eleven offers fully custom COLE deployments ranging from $3,000 to $8,000 depending on complexity — built on the same proven architecture.
Built to Connect
Integration Catalog
COLE connects to the systems your team already lives in. The adapter architecture means new integrations are configuration — not rebuilds.
WFM Platforms
Calabrio
Verint
NICE WFM
Genesys WFM
Contact Center Platforms
Genesys Cloud
Five9
Amazon Connect
Twilio Flex
Messaging
Slack (MCP live)
Microsoft Teams (MCP live)
Email (Gmail / Brevo)
SMS (Twilio)
Voice
Twilio — inbound + outbound
ElevenLabs "Adam" — voice model
Live call handling
Scheduling & Calendar
Google Calendar
Outlook Calendar
Session booking
Infrastructure
PostgreSQL — multi-tenant
Docker deployment
Stripe — subscription billing
Webhook engine
Real Application
How Teams Actually Use COLE
Monday Morning
Proactive Briefing
COLE checks in before the manager has to ask. He's already reviewed the weekend, flagged anything that needs attention, and built the week's priorities — so the manager walks in informed, not reacting.
Forecast Variance
Director Conversation Prep
When actuals miss the forecast, COLE identifies the root cause and drafts the explanation, the corrective plan, and the leadership-ready summary — before the director picks up the phone.
Agent Coaching
Sales & Service
COLE preps 1:1 conversations, identifies coaching opportunities from call patterns, and helps managers turn weak sales conversations into stronger ones — directly improving revenue per call and CSAT.
Retention Risk
Early Warning
COLE flags agents showing burnout or disengagement signals early — giving managers the chance to have a stay conversation before a resignation letter shows up.
Weekend Coverage
Always On
While the manager is off the clock, COLE monitors the floor, catches variances, and prepares Monday's brief — so weekends can actually feel like weekends.
Enterprise Voice
OAI Enterprise Tier
COLE answers calls, briefs managers by voice, and communicates with directors directly — reachable through Slack, Teams, email, SMS, or voice, wherever the team already works.
Why COLE
Built Different. On Purpose.
Domain-Native, Not Generic
COLE knows shrinkage, Erlang C, AHT, occupancy, and intraday adjustments natively. He was built from 30 years of real contact center operations — not trained as a general-purpose assistant and pointed at a new industry.
A Character, Not a Tool
COLE has a consistent visual identity, a voice, and a personality across every tier and every touchpoint. He never says "Certainly! I'd be happy to help." He says — "here's what I'd do."
Compounds Over Time
The 5-part Feedback Loop means COLE isn't static. The longer a team uses him, the more specifically tailored his guidance becomes — to their team, their director, and their operation.
Proves the ROI
ROAT™ is the only scoring system in the contact center AI space that quantifies return on AI investment — giving managers something concrete to show leadership.
The Bottom Line
COLE doesn't just reduce cost per interaction — he increases revenue per interaction through better sales coaching, and improves CSAT through better service coaching, while running the operational side of the business autonomously. That's the rare combination: a cost-saving tool and a revenue-driving tool, in one system.