CommBox

OCTOBER 18, 2023

This transformation is powered by the rapid emergence of conversational AI and generative AI. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98

Retently

MARCH 17, 2025

Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume? Customer Sentiment by Region : Are certain locations experiencing more shipping or fulfillment-related complaints? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

APRIL 11, 2025

With AI-driven key driver analysis, you can move beyond intuition and pinpoint exactly what factors matter the most. What Is Key Driver Analysis? Lets now understand how to execute key driver analysis effectively. Numbers dont tell the whole story – customer sentiment does. Scroll down!

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

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

CSAT.AI

SEPTEMBER 14, 2022

There is more nuance to this, but these are the main differentiating factors: Well crafted customer success management prevents issues before they occur (proactive). What Makes Customer Success Managers and Customer Service Different. By contrast, customer service mainly solves issues after they occur (reactive).

Customer Service 102

Customer Service Sentiment Analysis Customer Retention AI 102

Fonolo

FEBRUARY 14, 2023

Features of Call Center Automation Software Now that we’ve established the main benefits of call center automation software, it’s time to break down the key features. This software also has AI driven capabilities, making it a powerful automation tool. Let’s look at chatbots as an example.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

CommBox

JULY 18, 2024

This is where AI help create p ersonalised customer experiences. Despite these challenges, Jane sees a bright future in AI’s rise. She attends a tech conference and learns about AI’s capabilities in understanding and responding to customer needs more effectively, albeit digitally.

AI 52

AI Customer Experience Sentiment Analysis Artificial Intelligence 52

CSAT.AI

APRIL 12, 2023

Have the virtual agent automatically escalate to a human agent after a set number of ineffective questions, return trips to the main menu or keywords/buttons the customer uses. A inter departmental knowledge base an AI or agent can access without transfer increases their resources potentially reducing escalation.

Customer Service 87

Customer Service Sentiment Analysis Omnichannel Legal 87

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Intercom

MAY 31, 2023

Are you intrigued by the possibilities of AI but finding it difficult to get to grips with all the technical jargon? Our AI glossary will help you understand the key terms and concepts. If you’d like to get more of our content about AI and automation delivered to your inbox, be sure to subscribe to our regular newsletter.

AI 72

AI Machine Learning Artificial Intelligence Unstructured Data 72

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? The market for AI is growing steadily with no signs of slowing down. What is AI? Definition and Types of AI What is Artificial Intelligence?

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

Fonolo

DECEMBER 1, 2022

As the name suggests, the main difference between cloud and on-premises software is the location where the software lives. AI-based customer sentiment analysis notices keywords like “late order” or “refund” to help direct calls. . How to Buy Contact Center Software. Cloud vs. On-Premises Software .

Contact Center 87

Contact Center Omnichannel Artificial Intelligence Sentiment Analysis 87

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Shep Hyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. And thus, the upcoming future of businesses seems to be all about leveraging the power of AI and automation. Voice bots are AI-operated software that is built on conversational AI.

Contact Center 69

Contact Center Artificial Intelligence Sentiment Analysis ML 69

CSAT.AI

SEPTEMBER 7, 2022

Even as inflation rose in the US in 2022 and cost became a main buying factor, values-based metrics remain important. The post Watch Your Words: The Cycle of Lies in Customer Service appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

CSAT.AI

MARCH 27, 2023

In addition, customer service managers should be aware of the three main types of customer needs: functional, social, and emotional. AI driven tools, like CSAT.AI , reduce the historical manual labor of data collection. Automated QA and sentiment analysis give leaders and agents insight into what is working and what needs improvement.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Retently

AUGUST 5, 2024

The platform’s robust reporting features provide detailed analytics and sentiment analysis, offering actionable insights for strategic decisions. People also appreciate the automation features and the analysis capabilities. The Standard plan builds on this with employee engagement tools and AI theme analysis.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

SurveySensum

JANUARY 27, 2022

The main benefits of having customer experience software are. 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. Text and Sentiment Analysis.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM Touchpoint 59

Lumoa

SEPTEMBER 30, 2022

In the past, the biggest challenge wasn’t the collection, but the analysis and interpretation of this data. Today, technologies like Artificial Intelligence or AI (more on this later) have allowed banks to digest huge amounts of data and detect user behavior patterns. . Improving the customer journey is a great use case for AI.

Customer Experience 88

Customer Experience Artificial Intelligence Outlook CX 88

VOZIQ

APRIL 26, 2022

We mentioned one way to combat customer churn is through artificial intelligence (AI), where machine learning and customer interaction analytics provide businesses with an accurate perspective on customer behavior and churn tendencies. Unlike traditional analytics software, AI insights can easily scale and develop with data.

AI 40

AI Machine Learning Artificial Intelligence Sentiment Analysis 40

CSAT.AI

JANUARY 4, 2023

Identify your new holiday customers and separate them from your main customer base. The post Segmentation of Holiday Customers and Key KPIs appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Track Holiday Customer Data Separately.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

SurveySensum

NOVEMBER 11, 2021

We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Here are the main reasons why it is the right time to look for a Qualtrics competitor. . Is this the right time to look for a Qualtrics Competitor? The Merger! Not user-friendly.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

CSAT.AI

FEBRUARY 6, 2019

There are many QA tools that exist, but what is the main objective in using them? The post A Chat about QA Tools and Process appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance.

Legal 78

Legal Net Promoter Score Sentiment Analysis Compliance 78

Lumoa

MARCH 12, 2023

Lumoa’s proprietary AI analyses all feedback and points you to the items that have the biggest impact on your KPIs. The nice touch is that you have full control on AI model and can adapt them to your needs. Main focus is on feedback analysis, and features that are more typical of a customer experience platform might not be available.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

SurveySensum

DECEMBER 29, 2021

Given below are the 4 main types of customer segmentation: . The main goal of this process is to find profitable customers for your business and retain them. . Here are the main reasons why you should choose SurveySensum for customer segmentation. . Accurate Data Analysis. Text and Sentiment Analysis.

Sentiment Analysis 52

Sentiment Analysis Manufacturing NPS Education 52

SurveySensum

SEPTEMBER 14, 2020

Anna Muchnik, Digital Marketing Manager at Itransition says, “Empathy and emotional intelligence are now the main differentiators when it comes to competition for employees and customers alike. Run text and sentiment analysis to identify common trends and themes. It’s their job to keep the customer happy.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

CSAT.AI

AUGUST 29, 2018

In the fight to conquer this beast there are two main types of battle stations: the Call Center and the Contact Center. Speech Analytics – This kind of AI can identify words or phrases and even tone or inflection to identify a customer’s issue and route it or address it more effectively.

Contact Center 52

Contact Center Customer Service Social Media Sentiment Analysis 52

CSAT.AI

NOVEMBER 14, 2018

What is the main benefit your business is offering? The post Don’t Assume Your Customer is an Idiot appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. For more amusing reading, you can see some more of O’Leary’s provocative statements here.

Sentiment Analysis 52

Sentiment Analysis Social Media Start-ups Customer Service 52

InteractionMetrics

JULY 10, 2023

While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. There’s no question that AI is a powerful tool. “…for most [machine learning] projects, the buzzword “AI” goes too far.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

Retently

MARCH 26, 2024

On top of that, text and sentiment analysis capabilities give a better understanding of emerging trends and how to tweak and improve offerings before it’s too late based on specific customer feedback. It also includes advanced analytics powered by AI, workflow management tools, and reliable security features.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

Logicalware

MAY 30, 2022

First, let’s take a look at the main reasons visitors leave a website: They don’t get what they expected Your website failed to impress or inspire them The site isn’t user-friendly or is hard to navigate They have too many options and don’t know what to do. By using sentiment analysis capabilities, you can understand the customer better.

Sentiment Analysis 52

Sentiment Analysis CRM AI Customer Expectations 52

CSAT.AI

MARCH 20, 2019

Using speed as a main metric puts pressure on agents and leads to customer dissatisfaction about being rushed. The post Trends in Customer Experience show Agents Need Support appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Schedule a demo.

Customer Experience 52

Customer Experience Sentiment Analysis B2C Gaming 52

Lumoa

AUGUST 8, 2023

The detailed responses from open-ended questions can reveal underlying customer sentiments, helping you identify potential areas for improvement and innovate your offerings based on real customer feedback. Examples of some open-ended questions: What were the main reasons you chose our product?

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

CSAT.AI

SEPTEMBER 10, 2019

A brand that makes cost saving for both their business and their customer the main driving factor may have a practical voice. appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. It isn’t about right and wrong, healthy or unhealthy.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

CSAT.AI

APRIL 11, 2019

These values should drive the three main buckets of business behavior: how you communicate, what you prioritize and what gets rewarded.” “Defining Company Culture” – Forbes. So What is Company Culture Then? Culture is really the small set of values that determine how you do things in your organization on a daily basis.

Sentiment Analysis 52

Sentiment Analysis AI Customer Satisfaction Customer Experience 52

SurveySensum

FEBRUARY 11, 2022

Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . This AI-powered end-to-end customer experience management software is an ideal alternative to Medallia. The technology mainly revolves around using simple surveys to which linguistic algorithms and AI are applied. .

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

DECEMBER 15, 2022

SurveySensum is a feedback management software that uses AI to facilitate end-to-end customer experience for businesses. Sentiment Analysis. Qualtrics provides sentiment analytics features only in its advanced text IQ options. SurveySensum’s text analysis allows businesses to tag sentiments in real-time.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights AI Customer Feedback 52