Customer Think

APRIL 18, 2023

The internet never closes, even if your physical locations do. While employees might shut off the lights and lock the doors at the end of a long day, consumers and potential consumers engage with your brand online 24/7 — posting and reading reviews about your brand’s CX — the great, the so-so, and the downright […]

Sentiment Analysis 62

Sentiment Analysis CX AI Technology 62

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Qualtrics

NOVEMBER 19, 2021

What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Why is sentiment analysis important? And this is where sentiment analysis algorithms come into play.

Sentiment Analysis 26

Sentiment Analysis Machine Learning Social Media Engineering 26

CSAT.AI

OCTOBER 19, 2022

This is a powerful customer service technology in multiple ways. Sentiment Analysis. Sentiment analysis is parsing customer responses and actions to understand how they feel. Accurately assessing customer sentiment helps companies course correct providing customers better products and better service.

Sentiment Analysis 107

Sentiment Analysis Customer Service Machine Learning AI 107

TeamSupport

JULY 13, 2023

In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency. Sentiment Analysis: Understanding customer sentiment is crucial for providing personalized and appropriate responses.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

Logicalware

NOVEMBER 23, 2023

Here, businesses leverage AI technologies to enhance productivity, support employees, and monitor data and analytics. These generative AI technologies facilitate the rapid delivery of new features and innovations, making it a catalyst for faster progress and enhanced personalisation for organisations. Watch the recording here.

AI 52

AI Artificial Intelligence Sentiment Analysis Innovation 52

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Since Qualtrics is a rather versatile solution, you can also do advanced statistical analysis such as regression, cluster, and correlation analysis.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SugarCRM

JULY 7, 2022

Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Here are three ways businesses can use technology to maximize the value and productivity of a hybrid and remote workforce: 1. Technology can quickly capture, analyze and draw valuable insights from many data points.

Technology 55

Technology Technology Data Entry ML 55

Fonolo

JANUARY 12, 2023

When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution. Sentiment Analysis. Sentiment Analysis. Tools that personalize CX. Conversational AI (Chatbots).

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Experience Investigators

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. Yet, there are still challenges in unifying data across channels and systems.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

CSAT.AI

NOVEMBER 17, 2022

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Of course, technology is only as good as the humans that create it and the data it’s given. QA can be performed entirely by technology.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Neosperience

FEBRUARY 24, 2020

By Sentient Technology we want to highlight the applications of Artificial Intelligence that can read, interpret and respond to human stimuli. . In recent years, we have witnessed a wave of technology development that seeks to imitate, or rather decrypt, human emotions.

Technology 52

Technology Technology Artificial Intelligence Machine Learning 52

CSAT.AI

FEBRUARY 22, 2023

Tips on Implementing AI Tools for Customer Service With all of the talk about generative and conversational AI it can appear like all or nothing to be able to compete in the growing technological business landscape. AI based sentiment analysis reviews inquiries and interactions. Sentiment analysis is happening at the same time.

AI 85

AI Sentiment Analysis CX Predictive Analytics 85

Fonolo

MARCH 16, 2023

Industry experts are excited about sentiment analysis, which is a score that reflects a customer’s feelings about the customer service they’ve received. Tom Laird, CEO, Expivia Interaction Marketing Group: In 2023, we are looking at real-time agent assist and real-time sentiment scoring.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Zendesk

JUNE 28, 2023

While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. Whether it’s automating mundane tasks or providing customer sentiment analysis, AI stands to make the job of helping customers easier and more rewarding.

AI 96

AI Sentiment Analysis Technology Technology 96

TeamSupport

JULY 8, 2020

Here are a few tools that will help: Customer sentiment analysis is a commonly used tool by B2B customer support teams and refers to assigning a metric to a piece of text that details how positive or negative that text is. The simplest type of algorithm uses a dictionary to look up which words or phrases indicate which sentiment.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

Customer Think

SEPTEMBER 3, 2021

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus.

Sentiment Analysis 73

Sentiment Analysis Artificial Intelligence Text Analytics Technology 73

ECXO

APRIL 10, 2024

Emotional AI and Sentiment Analysis: Utilize advanced technologies such as emotional AI and sentiment analysis to automatically detect and analyze the emotional frequencies in customer data. Leverage data and technology to offer personalized recommendations, customized experiences, and tailored communication.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

CSAT.AI

SEPTEMBER 22, 2022

This technology relies on machine learning and deep learning to parse queries and apply appropriate responses/solutions. says, “Successful CX outcomes utilize sentiment analysis to augment current conversational AI. CAI is a growing trend with a worldwide market projected to grow substantially from USD 6.8 billion to USD 18.4

AI 100

AI Sentiment Analysis Machine Learning Technology 100

Logicalware

JUNE 13, 2023

The solution lies in striking the right balance between technology and human touch, with a focus on enhancing the Agent Experience. Sentiment analysis for enhanced understanding Understanding customer sentiment is crucial for delivering exceptional customer service.

AI 52

AI Sentiment Analysis Machine Learning Start-ups 52

Fonolo

APRIL 18, 2023

Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. We also provide technical tips about deployment and maintenance.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Taylor Reach Group

SEPTEMBER 6, 2023

The dialogue surrounding the potential replacement of human agents with AI-driven conversational systems has been ongoing for decades, with technology continuously evolving to redefine customer interactions. A Historical Perspective The conversation about automating high-volume, low-complexity tasks through technology isn’t new.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Fonolo

APRIL 18, 2023

Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. We also provide technical tips about deployment and maintenance.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Lumoa’s software is also enhanced with cutting-edge technology. Data processing efficiency you have never seen before!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Logicalware

JULY 26, 2023

Moreover, AI-driven sentiment analysis and quality monitoring provide invaluable insights into customer emotions and agent performance, fostering continuous improvement. Automated Speech Recognition (ASR): AI technology specifically designed to convert spoken language into text accurately and efficiently.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

VOZIQ

MAY 12, 2024

By integrating cutting-edge technologies with proactive customer-centric approaches, AI not only addresses these challenges but can transform them into lucrative opportunities to drive revenue and growth. However, traditional customer retention strategies often fall short of delivering a significant impact.

Customer Retention 40

Customer Retention AI Non-Profits Machine Learning 40

Execs In The Know

FEBRUARY 5, 2024

This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. While an emerging approach, a Gartner survey suggests that investments in hyper-automation will increase in 2024, making it a strategic technology trend to watch out for.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Callminer

MAY 27, 2020

Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind. Call centers stick to telephone-based communication, while contact centers branch out into other mediums where applicable.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Your callers probably know this technology better as a phone menu or an interactive voice response (IVR).

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

TeamSupport

MAY 1, 2024

Moreover, AI-powered sentiment analysis brings an innovative edge to understanding customer mood and tone, enriching interactions with insights driven by technology. The platform’s highly customizable customer hub crafts a personalized experience for users, an essential factor in elevating customer satisfaction.

Sentiment Analysis 40

Sentiment Analysis Customer Satisfaction Customer Relationship Omnichannel 40

DMG Consulting

APRIL 14, 2023

Sentiment analysis, for example, provides insights into the experience of both the customer and the employee. Interaction analytics output, when used in conjunction with predictive analytics, sentiment analysis, and other relevant data, can improve many aspects of an organization’s operations.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Logicalware

FEBRUARY 1, 2024

However, many contact centres struggle to meet these expectations as they face the challenges of integrating new technologies, managing multiple channels, and coordinating customer journeys. Customers expect fast, convenient, and personalised service across multiple channels, and enquiries are more complex and in bigger volumes than before.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

VOZIQ

SEPTEMBER 1, 2022

Five Ways Decoding Sentiments Can Nurture Long-Term Loyalty – VOZIQ. Sentiment analysis is one factor determining the sale, making it essential for businesses to decode the sentiments of their customer base. ” Customers Want Your Business to Engage More on Social Issues, Not Less – Salesforce.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

VOZIQ

SEPTEMBER 1, 2022

Five Ways Decoding Sentiments Can Nurture Long-Term Loyalty – VOZIQ. Sentiment analysis is one factor determining the sale, making it essential for businesses to decode the sentiments of their customer base. ” Customers Want Your Business to Engage More on Social Issues, Not Less – Salesforce.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

Execs In The Know

AUGUST 10, 2021

As we think about the future of WFH and how organizations can be most effective, there is no better place to insert the decades-old wisdom of focusing on people , process, and technology — all of which will be pivotal for any organization that wants to survive in this experience-dependent world. Adopting the right technologies.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97