Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

DMG Consulting

JANUARY 24, 2023

Emotion detection that uses language patterning and acoustic metrics to identify a wide range of emotions in customer interactions. Sentiment analysis to automatically detect, extract, and classify whether the conversation is positive, negative, or neutral; it should include the ability to differentiate sentiment by agent or customer.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62