Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Welcome to the ‘digital-everything’ era.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Intercom, Inc.

FEBRUARY 13, 2020

Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way. . Thankfully, no such Armageddon is on the horizon.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

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. Both techniques transform raw text into structured data that can be analyzed for patterns and trends. But wait, are you doing it right?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

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

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CSAT.AI

SEPTEMBER 25, 2017

CB Insights used their own AI-powered software, Mosaic, which uses public data and predictive algorithms to provide intelligence on private companies, to compile the list. AI has successfully been implemented in this scenario as well when combined with data sets. So, if you’re not doing that, you should be.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. With AI, you can get answers to most of your “why” questions. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

VOZIQ

FEBRUARY 25, 2022

Structured Data Over-reliance. Organizations using traditional models rely on structured data – e.g., subscription information, billing details, payment history, and FICO scores, to name a few -. However, structured data is transactional, quantitative, and fails to answer ‘why’ a customer might cancel.

Structured Data 40

Structured Data Unstructured Data ML Customer Retention 40

Gainsight

MAY 23, 2023

Now it’s, how do you have a CSM with a co-pilot, which is the digital capabilities, and all of that turbocharged with AI?” ” Adding Generative AI Capabilities Last week also saw Gainsight reveal how it is starting to expand its AI offerings with the addition of generative AI.

AI 59

AI Start-ups B2B Structured Data 59

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with. It enables you to only tackle the identifiable risk.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

Customer Experience Matrix

AUGUST 2, 2018

Arm seems a less likely CDP buyer than Salesforce but made clear their goal is to use Treasure Data o manage Internet of Things data. That’s an excellent fit for Treasure Data’s technology, which is very good at handling large volumes of semi-structured data.

Structured Data 48

Structured Data Technology Technology AI 48

Lumoa

JUNE 26, 2023

But omnichannel strategies utilize data from more than one source, which is often unstructured, fragmented, and not ready for analysis. This data cannot be directly integrated and compared as they have different formats. You can leverage AI chatbots and automated messages to solve customer queries.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

SurveySensum

MARCH 3, 2022

If you are looking for a top-notch AI-powered voice of the customer tool, SurveySensum is your right choice. Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. It has 27 channels and 128 sources to feed data into a centralized platform to generate insights. . Predictive AI.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. With AI, you can get answers to most of your “why” questions. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

SurveySensum

MARCH 4, 2024

Multiple-choice questions offer structured data, while open-ended questions allow for nuanced responses. And that’s not all, the dashboard, powered by AI, distills valuable insights from qualitative feedback, unveiling latent employee sentiments. Rating scale questions provide a quantitative measure.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Steven Van Belleghem

MAY 19, 2020

Most of the reactions below, mention automation as well, obviously: AI, analytics, chatbots, voice assistants, etc. Analytics and AI second: we apply analytics to interactions and processes, designing action plans based on insights. That will be a big part of the future of work and building a fantastic customer experience too.

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

Execs In The Know

MARCH 14, 2025

The agent theyre speaking to has an AI-powered assistant working behind the scenespulling up order history, analyzing past interactions, and even predicting the best resolution based on similar cases. This is the reality of AI in customer experience (CX), not cold automation but technology that makes people better at what they do.

AI 66

AI CX Structured Data Innovation 66

SurveySensum

MARCH 7, 2025

Text Analytics in Healthcare refers to the process of extracting meaningful insights from unstructured medical text, such as patient records, doctors notes, clinical trial data, and research articles. It uses AI capabilities like NLP and machine learning to analyze, categorize, and interpret vast amounts of text-based healthcare data.

Text Analytics 52

Text Analytics Healthcare AI Unstructured Data 52