Fonolo

FEBRUARY 20, 2019

Incorporate Social Listening. Social listening goes beyond just monitoring online conversations: It’s a combination of qualitative observation and quantitative analysis of sentiment and intent. Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Fonolo

OCTOBER 10, 2018

From creative call center strategies, to social listening, to large customer service budgets, there exist a multitude of techniques that will aid brands in continuing to delight consumers. Leverage Artificial Intelligence. CASPER cleverly identified insomniacs as a key target customer for their innovative mattresses.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer service perspective has really taken off.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Sprinklr

OCTOBER 14, 2021

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels. Social listening dashboards turn insight into action.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

1 to 1

MARCH 2, 2023

Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots. This points to the need for investing in the latest tools that reduce operating expenditures while elevating CX to meet customer expectations.”

CX 26

CX Contact Center Artificial Intelligence Social Media 26

Aquire

OCTOBER 26, 2021

According to research, only about 2 in 5 people are comfortable with artificial intelligence accessing their employment or family information, and only one third are comfortable with the technology knowing their health or financial information. Social listening and responding is also a great opportunity for individualized engagement.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Sprinklr

OCTOBER 7, 2021

The benefits of competitive benchmarking can only be realized once you choose a reliable social listening tool that meets your needs and aligns with your organization’s competitive benchmarking goals. The benefits of social listening for competitive benchmarking help your organization compare and inform: Brands’ social performance.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102