DMG Consulting

FEBRUARY 25, 2019

Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. By Donna Fluss.

AI 48

AI Text Analytics Artificial Intelligence Sentiment Analysis 48

Uniphore

AUGUST 31, 2021

Learning is complex. What does it take for a person to learn a language, for example? Learning that type of language takes a different approach. This pattern-making can sometimes lead to huge breakthroughs in learning this mysterious language. Humans learn lots of things using both types of approaches. Now that researchers are pushing the boundaries of artificial intelligence, AI approaches learning with similar, if still rudimentary, methods.

Artificial Intelligence 100

Artificial Intelligence AI Machine Learning Structured Data 100

Sprinklr

JULY 12, 2021

We were selected as one of 100 top organizations due to our focus on creating an enriching workplace where professionals innovate, learn, and grow by working with cutting-edge technologies. Sprinklr is a place that encourages bold thinking, career growth, and learning.

CXM 96

CXM Artificial Intelligence AI Engineering 96

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Share data and results of the customer experience analytics in an easy-to-use tool. Learn from the best.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C CEM 178

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data VOC 40

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Structured Data 52

Intercom, Inc.

OCTOBER 13, 2022

The most powerful and configurable in the market with the best user experience, making it the easiest to learn and use, which we know is a big customer priority. It acts as a customer hub with machine learning-powered content suggestions.

Machine Learning 118

Machine Learning E-commerce Engineering Customer Satisfaction 118

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Machines (Text Analytics).

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

MARCH 3, 2022

And not just that, you can analyze the data and extract actionable insights to improve customer experience. . A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. Managing that data can be a real hassle.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis Close the Loop Text Analytics 52

Taylor Reach Group

SEPTEMBER 29, 2020

And don’t forget Automation, Artificial Intelligence, and machine learning – all to be considered. Learning Management System (LMS). Second, for contact centers that are customer service or technical support focused, a CRM is not necessarily needed as much as the data shared through it (essentially a CRM is an organized repository of interactions between the customer). LEARNING MANAGEMENT SYSTEM. by JD Fairweather.

Contact Center 96

Contact Center Net Promoter Score Artificial Intelligence Customer Relationship Management 96

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data. The next step for speech analytics is to enter the world of data science. DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Structured Data 48

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? Learn More about the role of AI in CX. Share data and results of the customer experience analytics in an easy to use tool.

Net Promoter Score 114

Net Promoter Score CEM B2C NPS 114

Lumoa

JANUARY 23, 2018

Part of the problem results from the sheer volume of data. Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. It is a challenge to find meaning in a data that is text-heavy. Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Learn More. What am I supposed to do with this data point?

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? Learn More about the role of AI in CX. Share data and results of the customer experience analytics in an easy to use tool.

Net Promoter Score 64

Net Promoter Score CEM B2C NPS 64

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Chatbot “training” is possible in the sense that chatbots can use machine learning to convert user interactions into structured data. For gaps in human agent metrics, you can use real-time monitoring to help new agents who are still learning the ropes.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Structured Data 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Chatbot “training” is possible in the sense that chatbots can use machine learning to convert user interactions into structured data. For gaps in human agent metrics, you can use real-time monitoring to help new agents who are still learning the ropes.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Structured Data 40