SurveySensum

FEBRUARY 24, 2025

When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

eglobalis

MARCH 18, 2025

In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. However, despite advancements, AI encounters limitations that necessitate human intervention to ensure optimal customer satisfaction.

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SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

ECXO

AUGUST 12, 2024

Customer Experience Management (CXM) Software: Tools like Qualtrics and Medallia offer deep insights into customer feedback and behavior, empowering businesses to make data-driven decisions to enhance CX. These tools enhance customer satisfaction through efficient, personalized communication.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities. As AI evolves, chatbots will become better.”

Customer Experience 407

Customer Experience Social Media Predictive Analytics AI 407

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 441

NPS Customer Feedback Net Promoter Score B2C 441

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

eglobalis

AUGUST 19, 2024

Adobe Adobe has moved towards a more holistic customer experience management approach, integrating multiple feedback mechanisms beyond NPS. This includes leveraging advanced analytics and AI to interpret customer feedback and drive actionable insights. What’s Next in VoC as Traditional Customer Surveys Fade from Our Memories?

NPS 420

NPS Net Promoter Score VOC Actionable Insights 420

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

SurveySensum

MARCH 10, 2025

Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience. It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. It uses NLP and AI to extract insights, detect sentiment, and identify common customer issues, trends, and opportunities for improvement.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Loris AI 4. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Retently as a Top QA Tool for Ecommerce and Retail 2.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

CSAT.AI

OCTOBER 19, 2022

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. NLP is a branch of computer science focused on enabling AI to interpret and respond to human language at a human ability level.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. What Are You Missing in Automation for Customer Service? Automation has many benefits but also challenges.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Execs In The Know

AUGUST 12, 2024

But behind all of the technical buzz, it’s important toconsider, how are your customers feeling at each stage of the buyer’s journey? Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

CommBox

OCTOBER 18, 2023

In recent years, a remarkable transformation has taken place across various industries, ushering in a new era of customer service. This transformation is powered by the rapid emergence of conversational AI and generative AI. Data-Driven Insights Conversational AI collects vast amounts of data from customer interactions.

AI 98

AI Customer Service CX E-commerce 98

CSAT.AI

MAY 17, 2023

You know that your business needs to provide great customer service to compete. can help your business save more time and money with generative AI summaries and training. Summarize interactions with generative AI so that your employees don’t have to. generative AI synopses are for. Now CSAT.AI

Sentiment Analysis 94

Sentiment Analysis AI Customer Service 94

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. In March of last year – in pursuit of this future – we released our breakthrough AI chatbot, Fin. What’s next for Fin?

AI 98

AI Customer Service Artificial Intelligence Sentiment Analysis 98

SugarCRM

NOVEMBER 2, 2021

Customer satisfaction is the ultimate goal of every CRM provider, and we constantly look for new opportunities to achieve it. Our society experiences an empathy deficit due to cultural and environmental factors, so introducing sentiment analysis software to register positive and negative feelings might be the new challenge.

Sentiment Analysis 46

Sentiment Analysis Customer Service Customer Satisfaction Omnichannel 46

CSAT.AI

SEPTEMBER 22, 2022

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Connecting with your customers on a personal level is important to building lasting relationships. How a Conversational AI Interaction Works.

AI 101

AI Sentiment Analysis Machine Learning CX 101

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Sentiment Analysis B2C B2B 111

Fonolo

MARCH 16, 2023

Average speed of answer (ASA) This metric shows the average amount of time it takes for an agent to pick up an inbound call, including any time the customer spends waiting on hold. For example, AI-powered chatbots and virtual assistants make metrics like AHT less important. We want the customer to be happy.”

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

PeopleMetrics

FEBRUARY 27, 2025

There are three key reasons why this approach works: Validating Your Survey Design AI-powered survey design tools have made creating surveys faster and more efficient. AI can also run simulations, predicting response rates and analyzing question fatigue before surveys even go live. But even with AI, real-world testing is necessary.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

Callminer

MAY 27, 2020

Solutions such as CallMiner’s interaction analytics software evaluate interactions across every customer communications channel, resulting in comprehensive analytics that paint a complete picture of your company’s customer interactions. Self-service is one area in which contact centers shine due to their multi-channel approach.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

SurveySensum

MARCH 3, 2025

that can easily be AI-Powered Text Analytics Software. Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. Social Media Text Analytics. But, what is it, and how does it work for social media monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. But, the workings of AI are often complex. The technology behind conversational AI How does conversational AI work?

AI 125

AI Artificial Intelligence Machine Learning ML 125

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Your company doesn’t need to be gigantic or have a massive budget for an entire overhaul to be able to benefit from the power of AI.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

CSAT.AI

SEPTEMBER 14, 2022

Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other. The Bridge: Customer Service Operations.

Customer Service 102

Customer Service Sentiment Analysis Customer Retention AI 102

CommBox

JULY 11, 2024

Introduction to AI Customer Service In the 1950s, John McCarthy, known as the founding father of Artificial Intelligence, coined the term. In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving. What’s AI in Customer Service?

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52

Intercom, Inc.

OCTOBER 22, 2020

Today’s customers expect a more human experience from companies to fulfill their needs with speed and ease. According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Over the course of my career, support has traditionally been very transactional – customers would get in touch with issues or questions, and support reps would resolve and close them out. . The time for AI in customer service is now.

AI 90

AI ML Artificial Intelligence Sentiment Analysis 90

CommBox

DECEMBER 14, 2023

One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots. These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

CSAT.AI

DECEMBER 21, 2022

The holiday season is rife with customer service horror stories from both customers and workers. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: .

Customer Service 87

Customer Service Sentiment Analysis AI CX 87

CSAT.AI

AUGUST 17, 2022

According to Microsoft’s 2018 Global Customer Service Report 90% of respondents believe brands should give them the opportunity to provide feedback, but over 75% said that brands only give them a chance to do so half the time or less. AI has come a long way. 1) Hit the Target. Example: 3) Timing is Crucial.

Customer Service 105

Customer Service Sentiment Analysis Gaming Hospitality 105

CSAT.AI

JULY 12, 2023

Research shows customers want a better and better experience in exchange for their loyalty. AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget.

AI 88

AI CX Gambling Sentiment Analysis 88