eglobalis

MARCH 30, 2025

This approach harvests unstructured data call center transcripts, chat logs, emails, social media posts, online reviewsand automatically gauges whether the sentiment is positive, negative, or neutral. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Fifth Third Bank, a U.S.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

Lumoa

OCTOBER 31, 2021

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Zendesk

DECEMBER 7, 2021

In fact, 60 percent of consumers say it’s likely they will become repeat buyers after a personalized shopping experience with a retailer, according to Segment’s State of Personalization 2021 report. Analyze customer data to predict and reduce churn. Boost customer retention. Anticipate customers’ needs and potential issues.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

1 to 1

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. The post Top 4 Artificial Intelligence Trends to Watch in 2021 appeared first on 1to1 Media.

Artificial Intelligence 29

Artificial Intelligence Contact Center Unstructured Data AI 29

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants. Understand what the most impactful irritants are for customers and employees and fix those first.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants. Understand what the most impactful irritants are for customers and employees and fix those first.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Zendesk

APRIL 4, 2022

Your to-do list was already too long, and now you’re spending more and more time managing user requests for data access and deletion. In 2021, Virginia and Colorado joined California with state laws, and even more are in the pipeline for 2022. This is the reality for many customer experience (CX) teams.

CX 52

CX Unstructured Data Customer Satisfaction Compliance 52