PeopleMetrics

MARCH 24, 2025

And while AI might make this process slightly more manageable, it hasn't replaced the hard work required to make RCA effective. So Where Does AI Fit In? Ill be honestthis is another area where AI can support your efforts, but it cant do the job for you. But even with all of that, AI cant read context the way a human can.

VOC 90

VOC Close the Loop AI Text Analytics 90

PeopleMetrics

JANUARY 21, 2025

Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. Instead, AI enhances what we can learn from NPS and how we can act on it. But even with AI, the human touch is more critical than ever to make those insights meaningful. Heres how: 1.

NPS 118

NPS AI Net Promoter Score E-commerce 118

PeopleMetrics

FEBRUARY 13, 2025

(In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. AI is streamlining this process by automating data extraction and survey triggers. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109

PeopleMetrics

MARCH 11, 2025

AIs Potential to Make Survey Design Smarter & More Engaging Right now, AI isnt fully replacing VoC survey platforms, but its beginning to reshape how surveys are designed and delivered. Heres how AI could transform the VoC survey experience in the near future: 1. If your data quality suffers, your VoC program is useless.

VOC 100

VOC AI Text Analytics Touchpoint 100

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. First, What is Text Analytics?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

PeopleMetrics

MARCH 6, 2025

Can AI alone save your job? Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky. Text analytics tools are impressive and improving rapidly, but they're not foolproof.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

PeopleMetrics

JANUARY 31, 2025

But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. AI helps by analyzing feedback trends over time, spotting warning signs before a client walks away. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

CX Accelerator

JANUARY 7, 2019

Here’s an example from the text analytics world. When we look at NLP and machine learning, which are both members of the AI family, it’s important to recognize that, while there’s certainly excitement around automating everything, that also takes a ton of work, time, and data.

AI 275

AI Machine Learning CX Net Promoter Score 275

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Analytics-enabled QM has been talked about for at least 12 years and has been available to some degree for 10 of them. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

SurveySensum

MARCH 10, 2025

With the right text analytics software. What is Conversation Analytics? 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.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

PeopleMetrics

FEBRUARY 4, 2025

But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions that drive real improvements. The Three Stages of VoCand How AI Fits In 1. AI isnt a game-changer here. This is where AI starts making a difference.

VOC 62

VOC AI Text Analytics Touchpoint 62

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

PeopleMetrics

MARCH 25, 2025

Whats the Role of AI in This? Yes, AI can help with surfacing root causes faster through text analytics and pattern recognition. How It Works This post is less about AI and more about revisiting RCA, which is such an important topic in VoC and CX. It can help automate survey distribution. Its a culture-builder.

AI 62

AI VOC Text Analytics Gaming 62

PeopleMetrics

FEBRUARY 27, 2025

AI is now making this process faster and more efficient, but technology alone isnt enough! The best VoC programs combine AI-driven insights with human expertise to ensure findings are meaningful and actionable. This eliminates the need for manually reading thousands of responsesbut AI alone isnt enough.

AI 62

AI VOC Text Analytics Social Media 62

SurveySensum

MARCH 26, 2025

But doesnt it sound similar to text analysis? Text Mining vs. Text Analytics Whats the Difference? Heres how text mining and text analytics are different from each other. For instance, companies use text analytics to monitor social media sentiment and adjust their marketing strategies accordingly.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Confirmit

JANUARY 15, 2020

To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. The results? NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight.

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

SurveySensum

MARCH 19, 2025

Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free SurveySensum – A Balanced CX Solution SurveySensum is an AI-enabled customer experience management software that delivers comprehensive CX solutions, empowering you to prioritize actions that enhance your bottom line and propel business growth.

Text Analytics 52

Text Analytics Social Media AI Actionable Insights 52

Callminer

APRIL 20, 2018

Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers. Used together, machine learning and AI empower contact centers to analyze data and use it to make decisions to enhance the customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

FEBRUARY 6, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer experience management platform that provides users with end-to-end CX solutions from creating surveys to analyzing data and taking relevant and prioritized action, impacting their bottom line and transforming feedback into revenue.

CX 52

CX Sentiment Analysis Text Analytics AI 52

SurveySensum

OCTOBER 17, 2024

So, always opt for AI text analytics tools for it, and there are many in the market! When text analytics give you top customer trends, complaints, and sentiments, the key challenge is to understand what to prioritize and take action on. Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The market’s transformation will be driven in particular by robotic process automation (RPA) and artificial intelligence (AI). ANALYTICS, AI, AND RPA. The potential benefits of these AI-based solutions are massive. By Donna Fluss. percent during this period.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Callminer

JULY 15, 2019

Check out the links and info below to see why AI is such a big deal in the modern business realm. What Can AI Do To Help Your Business Today? It’s all the buzz, but how can you sort through the hype to find out AI can really help your contact center? Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. AI and Automation Pave the Way for Improvements. Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

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. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

OCTOBER 16, 2024

And with SurveySensum , you can create effective surveys and analyze feedback quickly using advanced AI text analytics. Gather feedback in real-time with SurveySensum and analyze it with AI Text Analytics Software Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free

Text Analytics 52

Text Analytics Customer Satisfaction Customer Loyalty Customer Service 52

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

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Below are our findings concerning the systems, applications, and technologies garnering the most attention for the year.

Contact Center 62

Contact Center Technology Technology AI 62

Lumoa

DECEMBER 5, 2017

This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. AI comes to Customer Experience - bad or good? Will AI help in solving customer-related issues? Did you know that text analytics at Lumoa are powered by AI? ”AI

CX 102

CX Healthcare Text Analytics AI 102

SurveySensum

SEPTEMBER 11, 2024

The future now stands on four pillars – data, AI, personalization, and convenience. The Future Is AI The continuous rise of AI capabilities has shifted the way businesses used to engage with their customer’s buying decisions.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 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.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. So, is it worth the investment? Lets dive in and explore. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. With AI, you can get answers to most of your “why” questions.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Gainsight

OCTOBER 4, 2023

In less than a year, generative AI has radically transformed the way we work, learn, and interact. This is especially true in the world of business, where gen AI has revolutionized the way we develop and work with software. Enter Horizon AI. What’s Horizon AI? Horizon AI is Gainsight’s integrated artificial intelligence.

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52