Customer Think

JUNE 6, 2023

To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today’s preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data mining oriented, the value of proactively generating qualitative employee and customer insight is often overlooked or bypassed.

Data Mining 52

Data Mining Text Analytics AI 52

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Internally, interaction analytics allows a company to monitor service quality from the customer’s perspective.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

APRIL 16, 2019

Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Speech/text analytics. Now, systems are emerging that can analyze audio data to detect anger, frustration and other emotions in callers’ vocal tones.

Contact Center 140

Contact Center VOC Social Media AI 140