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Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs

PeopleMetrics

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores.

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My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

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.

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Current Status of Speech (and Text) Analytics

DMG Consulting

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.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

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.

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Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX

PeopleMetrics

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. With AI, were no longer guessing or spending weeks analyzing data manually. Heres how AI makes this possible: 1.

NPS 118
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Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

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
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RS Components: Using Text Analytics to Drive Action

Confirmit

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.