TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

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 64

Sentiment Analysis CX AI Technology 64

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

Uniphore

DECEMBER 14, 2021

In addition to joining Cisco’s SolutionsPlus Program, the companies continue their work on developing new capabilities in AI, conversational automation, and real-time call and sentiment analysis. For example, Uniphore’s innovative AI technology dramatically reduces agent aftercall work time, by up to 80% in many cases.

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Sentiment Analysis Customer Experience ML Contact Center 264

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

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

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

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

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. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

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Voice of the Customer VOC AI Sentiment Analysis 98

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

Fonolo

MARCH 2, 2023

Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers. And not a moment too soon. Customers love it.

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Contact Center Artificial Intelligence Sentiment Analysis AI 141

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

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.

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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.

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Sentiment Analysis Artificial Intelligence Text Analytics Technology 75

Callminer

MARCH 2, 2020

Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate. Technology Ideas. To help you sort through the noise, we have put together some helpful ideas below.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

Zonka Feedback

DECEMBER 26, 2023

In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency. The future of surveys is here, powered by AI!

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

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.

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Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Zendesk

JUNE 29, 2023

This works by using AI-powered systems capable of sentiment analysis—integrated into both text and speech-based channels—which can detect customer sentiment as it develops and changes. As a result, 77 percent planned to increase their investments in CX technology in the coming year.

Manufacturing 52

Manufacturing E-commerce AI Sentiment Analysis 52

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

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

TeamSupport

SEPTEMBER 7, 2018

Leveraging a customer health solution with sentiment analysis capabilities can immediately tell you if a customer is feeling excessively “frustrated” or “sad” so you can address the problem. Indirect Feedback – Sometimes customers don’t like to tell you how they feel about you directly.

Customer Relationship 136

Customer Relationship Net Promoter Score Sentiment Analysis B2B 136

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

SurveySensum

JANUARY 27, 2022

It also uses sentimental analysis to determine customer emotions and segments them into promoters, detractors, and passives so that appropriate action can be taken. ? Sentiment analysis. Sentiment analysis helps you uncover how customers feel about your brand and the products and services you provide.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

Fonolo

FEBRUARY 2, 2023

If so, you need to familiarize yourself with the latest tools and technology. Simply put, automation is the practice of using software or technology to address time-consuming or repetitive tasks in your call center operation. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge?

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Logicalware

OCTOBER 3, 2023

Here’s how: Understanding your customers through sentiment analysis In the digital sphere, where customer interactions often occur through chatbots, email, or social media, businesses risk losing the ability to infer context in their interactions with customers. Interestingly, AI can help enhance empathy in customer interactions.

AI 52

AI Sentiment Analysis Customer Experience Social Media 52

Comm100

OCTOBER 19, 2022

Unfortunately, no technology is completely hack-proof. Using a visual flow builder makes this happen using zero-code technology, better known as a drag-and-drop builder. 6 Sentiment Analysis. Sentiment analysis is a feature that can identify whether a customer response is positive, negative, or neutral.

Sentiment Analysis 91

Sentiment Analysis Artificial Intelligence Omnichannel AI 91