InteractionMetrics

DECEMBER 10, 2024

Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem. But is AI your best solution? Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? Why Cant You Just Use AI For This? If so, when and where should it be applied? Perhaps in 20?

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

PeopleMetrics

FEBRUARY 27, 2025

This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. But heres the reality: starting slow with a pilot program is the smarter, more strategic move. But even with AI, real-world testing is necessary. Congratulations! The natural instinct?

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

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

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. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries. How a Conversational AI Interaction Works.

AI 101

AI Sentiment Analysis Machine Learning CX 101

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Which operational investments (e.g.,

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies. But, the workings of AI are often complex.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. In the old days, customer service was solely seen as the company’s clean-up crew.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Comm100

DECEMBER 16, 2024

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. Knowledge base AI-enhanced knowledge bases offer instant access to frequently asked questions and helpful resources.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Zendesk

JANUARY 30, 2023

In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece—VOC. You’ll come away knowing everything you need to get started with customer sentiment analysis and to provide an excellent experience for your customers.

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

Retently

OCTOBER 11, 2024

Loris AI 4. Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Sentiment Analysis : Automatically tag feedback with sentiment indicators, allowing your team to quickly spot emerging issues and take action.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

JANUARY 16, 2025

Lets start with Qualtrics. It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. Cons: The tool can be expensive with additional charges.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

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

SurveySensum

FEBRUARY 6, 2025

But are they living up to your expectations? Lets start with Qualtrics. The CX experts will help you with advanced analysis and provide you with a well-formed action plan by extracting insights from feedback and all of this will be aligned with your business goals and KPIs. Are they helping you meet your CX goals?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Fonolo

MARCH 2, 2023

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. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

CSAT.AI

JULY 12, 2023

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. They found that multiple industries of varying sizes are interested in leveling up their CX and service.

AI 88

AI CX Gambling Sentiment Analysis 88

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

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. In March of last year – in pursuit of this future – we released our breakthrough AI chatbot, Fin. We’ll continue to invest deeply in AI, improving and augmenting everything Fin has to offer to help your team deliver speedier resolutions and better quality customer experiences.

AI 98

AI Customer Service Artificial Intelligence Sentiment Analysis 98

Zendesk

MAY 9, 2023

We are challenged to do more with less, but change can also represent opportunity—and it’s possible now to increase efficiency by leveraging new technologies like artificial intelligence (AI) and generative AI. Zendesk AI is pre-trained and leverages the billions of service interactions we have available to us.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions. Heres how text mining and text analytics are different from each other.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Fonolo

FEBRUARY 16, 2021

Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Yes, digital channels, live chat, and email have their place, but people will always pick up the phone when they have a complex and urgent issue. The last year demonstrated that the voice channel isn’t going anywhere.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant agrees, adding that recruitment is the first place to start building a proactive experience. Eventually, the idea ends up being a great idea stuck on the back burner.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Your CES tool needs to keep up. Automated Alerts and Follow-Ups Real-time feedback identifies issues, but automation ensures swift action.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Zendesk

JANUARY 30, 2023

This metric—customer sentiment—can be captured and analyzed in a host of ways, from traditional tools such as CSAT and Net Promoter Score (NPS)® to AI-driven programs that parse large amounts of consumer language to identify tone and intent. What is customer sentiment analysis?

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

SurveySensum

APRIL 28, 2025

This also enables them to foresee customers demands for the near future so that they can start working on it in advance. Discover the true voice of your customers with SurveySensums AI-powered analysis. Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Hodusoft

NOVEMBER 27, 2024

That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one!

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

TeamSupport

DECEMBER 14, 2018

The shift in perception of AI and automation was arguably the most significant. Customers increasingly expect chat solutions to be extremely fluid, switching between mediums (text, video, screen sharing) as needed on the fly without being forced to change applications or start over.

Customer Service 111

Customer Service Sentiment Analysis B2C B2B 111

Experience Investigators

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative. These tools can also work during video calls with customers!

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

SurveySensum

FEBRUARY 13, 2025

Without a clear starting point, any improvements in NPS lack context, making it difficult to track the true impact of your efforts. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 3. STEP 4: Never ignore the NPS follow-up question. What is the current response rate?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Lumoa

JANUARY 11, 2022

However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. You can easily identify the topics that drives your NPS score up and down. Key Features Understand what drives the NPS up and down, and with how much. Promotoer.io

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

SurveySensum

MARCH 19, 2025

No additional training is required to get started. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free Qualtrics vs Microsoft Forms: Comparison Both Qualtrics and Microsoft Forms offer several features and tools to analyze the user experience and drive growth.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

Fonolo

FEBRUARY 14, 2023

In other words, you can offer a more unified experience for your customers, no matter what channel they start or end the interaction on. Sales and marketing automation involves setting up sequences to move the sales cycle along while improving overall conversion. Let’s look at chatbots as an example.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Comm100

OCTOBER 19, 2022

Rule-based and AI-based. AI-based chatbots, on the other hand, are equipped with a digital brain–known as artificial intelligence. 1 AI-based Chatbots. Let’s come back to AI-based chatbots. 6 Sentiment Analysis. There are two different kinds of chatbots you’ll find on a website. 7 Chatbot Marketing.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Omnichannel AI 98

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. So I started there, and then I took a couple of detours, which will make sense someday. We had lines out the door the first time I put up a little blackboard.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye.

AI 68

AI Contact Center Sentiment Analysis Machine Learning 68

SugarCRM

JANUARY 3, 2022

Customer Data + AI: Creating Personalized, Empathetic Customer Experiences. The challenge is that with the rise of the digital economy, marketers are swimming in copious amounts of customer data to interpret and inform personalized, empathic communications —an unfair match for the human brain without the help of artificial intelligence (AI).

AI 52

AI Sentiment Analysis Artificial Intelligence CX 52