Execs In The Know

AUGUST 12, 2024

Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis? Zendesk defines sentiment analysis as a metric that businesses use to measure customer perceptions and feelings toward their brand.

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Ameyo Callversations

MARCH 2, 2022

There is no question that Artificial intelligence has taken the world by storm. However, no matter where you go, whatever you do, Artificial intelligence has some minor or significant role to play. Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better.

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Contact Center Artificial Intelligence AI Sentiment Analysis 52

Shep Hyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

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Contact Center Artificial Intelligence Sentiment Analysis ML 69

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 explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service.

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Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI technology has drastically transformed the BPO contact centers industry by automating repetitive tasks, enabling intelligent routing, and providing real-time analytics.

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

Experience Investigators

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. Thanks to powerful artificial intelligence capabilities, this customer feedback is now easier to find—and increasingly useful for making real-time changes to your strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. That leads us to look upward.

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Contact Center AI Sentiment Analysis Artificial Intelligence 52

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

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Contact Center AI Data Entry Sentiment Analysis 65

CSAT.AI

JULY 3, 2019

Is AI still predicted to be contact center doom or boom? Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Still artificial intelligence is young and rapidly changing in application.

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Contact Center AI Artificial Intelligence Sentiment Analysis 52

Execs In The Know

MARCH 10, 2025

As brands continue to offer more self-service options digitally across websites, mobile apps, and chatbots, customers consistently reach the contact center having already attempted to resolve service issues themselves. Enter: Generative AI. However, its important to be strategic and continue to prioritize human support.

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Contact Center AI Sentiment Analysis CX 52

Execs In The Know

MARCH 10, 2025

As brands continue to offer more self-service options digitally across websites, mobile apps, and chatbots, customers consistently reach the contact center having already attempted to resolve service issues themselves. Enter: Generative AI. However, its important to be strategic and continue to prioritize human support.

Contact Center 52

Contact Center AI Sentiment Analysis CX 52

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. The pandemic has changed contact centers in what is hopefully a lasting way. The uses of IA have been expanding inside and outside of contact centers.

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Contact Center Artificial Intelligence Sentiment Analysis ML 78

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them. Can Call-Backs Do More for your Contact Center?

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Contact Center Customer Satisfaction Artificial Intelligence Sentiment Analysis 91

Execs In The Know

FEBRUARY 18, 2025

The implementation of GenAI in CX strategies isnt just about improving individual operations; its about transforming contact centers into technology powerhouses capable of managing, monitoring and analyzing operations holistically. These centers are now equipped to manage, monitor, and analyze their operations in a holistic manner.

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Innovation AI CX Sentiment Analysis 52

Execs In The Know

FEBRUARY 18, 2025

The implementation of GenAI in CX strategies isnt just about improving individual operations; its about transforming contact centers into technology powerhouses capable of managing, monitoring and analyzing operations holistically. These centers are now equipped to manage, monitor, and analyze their operations in a holistic manner.

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Innovation AI CX Sentiment Analysis 52

DMG Consulting

APRIL 14, 2023

Feature-rich IA solutions deliver significant benefits to contact centers. However, for IA to deliver strategic benefits, its use must be expanded beyond contact centers and applied more broadly throughout the enterprise.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. Imagine that a customer who is in a hurry calls into your contact center.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. Imagine that a customer who is in a hurry calls into your contact center.

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E-commerce Contact Center Machine Learning Artificial Intelligence 72

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

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Contact Center Artificial Intelligence Sentiment Analysis Text Analytics 48

Execs In The Know

MARCH 28, 2025

In an industry as dynamic as ours, where innovation and adaptation determine success, these gatherings serve as a much-needed opportunity to share insights and discuss the trends that are redefining contact center operations. The contact center has evolved beyond being just a support function; it is now a strategic differentiator.

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Innovation CX Contact Center AI 52

CSAT.AI

FEBRUARY 5, 2020

Artificial intelligence parses the data quickly and agents in turn use that data to improve CX. Real Time Contact Center Agent Support. Now your managers and agents spot trends across the entire contact center or delve into the progress of an individual agent. It is a human assisted AI tool. With CSAT.AI

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

Ameyo Callversations

AUGUST 24, 2022

With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. Conversational AI, as a leading contact center automation technology, stands at the convergence of these two business sides. Sentiment Analysis for Chatbot Behavior.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential.

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential.

ML 72

ML Customer Service AI Sports 72

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in contact centers even accelerates agent onboarding, reducing costly training time.

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AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

FEBRUARY 25, 2019

Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. The results are available for conversational analysis—topic and emotion detection; intent and sentiment analysis. By Donna Fluss.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Call centers are leveraging AI technologies to capture and analyze customer interactions, gaining valuable insights for ongoing improvement.

AI 52

AI Predictive Analytics Artificial Intelligence Sentiment Analysis 52

MattsenKumar

SEPTEMBER 21, 2023

The fusion of advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) propels this technology to seamlessly transcribe and decipher meaningful understandings from conversations between call center agents and customers. It protects customer details from being misused by cybercriminals.

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CX Non-Profits Artificial Intelligence Sentiment Analysis 52

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. However, per Kaye Chapman in Comm100’s “Building Strategy and Confidence in Contact Center AI”, the new opportunity is AI enhancing agent work to improve CX. Agent Facing AI. Chatbots are now a familiar AI tool.

AI 52

AI CX Sentiment Analysis Contact Center 52

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies). Research: How AI will reinvent the.

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AI Artificial Intelligence Machine Learning Sentiment Analysis 37

Execs In The Know

JANUARY 10, 2024

In fact, 69 percent of respondents say that training on AI has increased or will do so in the next year, with a similar number citing increased training specifically on AI-driven sentiment analysis. Agents will need to understand where AI fits into their evolving workflows and how tools like generative AI can make them more efficient.

AI 52

AI CX Sentiment Analysis Touchpoint 52

SugarCRM

APRIL 21, 2022

But using aspects of artificial intelligence (AI) or machine learning (ML) to augment workers’ knowledge can help prioritize workload focus. Also, the use of sentiment analysis helps automatically redirect sensitive incoming cases to more skilled or senior customer service/support agents.

CRM 29

CRM B2C Artificial Intelligence Sentiment Analysis 29

PeopleMetrics

FEBRUARY 20, 2025

Today, this principle remains crucial, but artificial intelligence has dramatically expanded both our capabilities and our customers' expectations. Contact Centers: Perhaps the most transformed channel. Remember when we had to guess the best time to trigger a survey? That guesswork is becoming obsolete.

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Omnichannel AI Artificial Intelligence Sentiment Analysis 103

Comm100

AUGUST 8, 2019

While contact center roles do offer opportunity for automation, some people assume that means we can cut agents out of the picture. Examples of narrow AI used for customer experience are Chatbots, Intelligent Assistants, and Sentiment Analysis – all forms of AI that are built to perform a single function.

AI 58

AI Sentiment Analysis Artificial Intelligence Contact Center 58

Hodusoft

DECEMBER 11, 2024

However, the good news is, in the age of Artificial Intelligence (AI), contemporary organizations can leverage a wide array of tools and technologies to enhance the success rate of their CX programs and provide excellent experience to their customers. Contact us today to know more about our solutions and to book a free demo!

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