eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities.

Customer Experience 450

Customer Experience Social Media Predictive Analytics Machine Learning 450

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis? Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

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. .”

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

Customer Think

OCTOBER 10, 2023

Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.

Social Media 121

Social Media Sentiment Analysis AI Technology 121

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. Personalization: Embrace personalization to cater to individual customer preferences and emotional frequencies.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Execs In The Know

AUGUST 12, 2024

Keeping up with current technological advancements in the ever-evolving world of CX is both a challenge and a necessity. 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

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

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

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

TeamSupport

JULY 13, 2023

With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

TeamSupport

FEBRUARY 8, 2019

As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. This is an excellent way for customer service teams to save time with AI technology.

Sentiment Analysis 49

Sentiment Analysis B2B Customer Service Technology 49

Callminer

MAY 27, 2020

Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind. These blend the efficiency and deep knowledge of broad databases parsed by AI with the communicative competence of human agents to deliver a better overall experience to callers.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. AI is Personalizing the Customer Experience . Conversational AI (Chatbots). Conversational AI (Chatbots). Sentiment Analysis. Improved agent experience .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

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

SugarCRM

NOVEMBER 2, 2021

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 and the Sugar Platform. The future of sentiment analysis is encouraging. Closing Thoughts.

Sentiment Analysis 46

Sentiment Analysis Customer Service Customer Satisfaction Omnichannel 46

Execs In The Know

NOVEMBER 6, 2024

Our generative AI-powered tool listens to and transcribes calls in real-time, automatically summarizing key points and actions needed. Additionally, DataScribe’s capabilities include real-time sentiment analysis that gauges customer emotions as they shift during the conversation.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

AI 96

AI Sentiment Analysis Technology Technology 96

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

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. Chatbots Chatbots are the first AI tool many contact centers try.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Fonolo

MARCH 16, 2023

Measuring Customer Satisfaction The arrival of AI-supported tools is expected to flip the script on some of those traditional metrics and introduce some new ones, too. For example, AI-powered chatbots and virtual assistants make metrics like AHT less important. That’s the number one goal. We want the customer to be happy.”

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

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!) AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 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. AI can monitor and provide quality assurance (QA) analysis for interactions in real time so managers don’t have to do it manually.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

CommBox

OCTOBER 18, 2023

This transformation is powered by the rapid emergence of conversational AI and generative AI. Both are incredibly intelligent technologies, each has its different purposes and uses. 5 ways to use conversational AI in customer Service Instant Responses 24/7 Chatbots powered by conversational AI never sleep.

AI 98

AI Customer Service CX E-commerce 98

SurveySensum

JANUARY 16, 2025

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. Qualtrics provides advanced data analysis tools, including text analysis, statistical modeling, and AI-driven insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

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

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. Lets find out! What is Social Media Text Analytics?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology.

AI 90

AI ML Artificial Intelligence Sentiment Analysis 90

Zendesk

MAY 9, 2023

Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve, and do more for our customers. Moreover, this technology is available today. 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

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

SEPTEMBER 21, 2018

More companies are incorporating artificial intelligence (AI) into their customer support teams to improve relationships. Further, AI is able to assist these teams in ways not previously possible. With this said, let’s evaluate five ways you can use AI to support your support team…. This is where AI helps.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74