Callminer

APRIL 20, 2018

You’ll be in a better position to gauge your success in helping customers help themselves with self-service analytics. Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

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). That’s where text analysis, or text mining, comes into play.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Customer Think

SEPTEMBER 3, 2021

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus.

Artificial Intelligence 75

Artificial Intelligence Sentiment Analysis Text Analytics Technology 75

DMG Consulting

OCTOBER 8, 2019

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels.

Artificial Intelligence 92

Artificial Intelligence Text Analytics Contact Center Technology 92

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. Text Analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. Isn’t it just counting how often words are used?

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

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. Example of text analytics with sub-categories.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

DMG Consulting

MARCH 1, 2019

The market’s transformation will be driven in particular by robotic process automation (RPA) and artificial intelligence (AI). ANALYTICS, AI, AND RPA. The intelligence provided by interaction analytics (IA) is critical for organizations to discern the nuances in customer interactions.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

DMG Consulting

JULY 16, 2019

In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities. There are many reasons why AQM is substantially better than the traditional method of performing QM: It can automatically review up to 100% of calls and text-based communications.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

DMG Consulting

FEBRUARY 12, 2019

Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees. The real-time transition is underway. AI and Automation Pave the Way for Improvements. Automation initiatives are priorities in most industries.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. If this is a must-have feature, you’ll need to shortlist vendors that offer it.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

Fonolo

NOVEMBER 11, 2022

Cheaper data processing and storage capabilities are fueling artificial intelligence, natural language processing and machine learning — which means companies can now distill customer understanding drawn from millions of data points.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

APRIL 14, 2025

SurveySensum uses artificial intelligence to analyze the open-ended feedback. Analyze Responses With AI-Powered Analytics After distributing the survey, the responses will start to roll in. This automation reduces the risk of human error and saves valuable time.

NPS 52

NPS Net Promoter Score AI Customer Loyalty 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. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

DMG Consulting

MAY 26, 2020

Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). These solutions are flexible and adaptable, and are typically mobile-enabled so agents don’t need to be on-site to readily receive updates and alerts, or to self-manage their schedules.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

Lumoa

JANUARY 25, 2021

One particularly 21st-century solution is artificial intelligence. Particularly, AI-powered text analytics software that is geared toward customer experience management. Everyone wants the insights, but not everyone is prepared to spend the days or weeks it would take to transcribe or outsource these comments.

Net Promoter Score 78

Net Promoter Score Text Analytics NPS Artificial Intelligence 78

DMG Consulting

MARCH 11, 2022

Companies are striving to strike a healthy balance between their investments in digital transformation, self-service, artificial intelligence (AI), automation and analytics. Analytics-enabled quality management and cloud-based contact center systems and applications tied for third place (27.1%).

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

DMG Consulting

FEBRUARY 20, 2025

We asked about business and technology plans for the upcoming year, as weve done for the past ten years (with the exception of 2019), and we requested insights into the benefits they are receiving or expect to realize from leveraging artificial intelligence (AI). of survey respondents.

Contact Center 62

Contact Center Technology Technology AI 62

DMG Consulting

APRIL 15, 2020

The focus of much of the investment in service today is artificial intelligence (AI) and automation initiatives. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. TMC , a global, integrated media company, has named? as the 202 1 Product of the Year award? winner , presented by?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. TMC , a global, integrated media company, has named? as the 202 1 Product of the Year award? winner , presented by?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

DMG Consulting

NOVEMBER 14, 2020

Taking over dominance of the market is a new generation of artificial intelligence (AI)-enabled, digital-first contact center servicing solutions. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

OCTOBER 7, 2024

The Next Act for WEM The artificial intelligence (AI) buzz continues as these technologies enhance an expanding number of applications, increasing both their value and the benefits they deliver.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics AI 48

SurveySensum

APRIL 12, 2022

The text analytical feature produces very generic output and often you need to manually create tagging rules for future feedback. . It does not have enough analytical features for reports outside individual surveys. . SurveySensum utilizes Artificial Intelligence to transform your customer experience to the next level.

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

Execs In The Know

MAY 4, 2023

We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet. Our number one goal is to show up for them in an accessible way. The technology we have is great but we are continuing to get more sophisticated.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

DMG Consulting

JULY 19, 2017

Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

DMG Consulting

MAY 7, 2018

A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2018 Knowledge Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics AI 48

DMG Consulting

OCTOBER 18, 2017

The next step for speech analytics is to enter the world of data science. In the future, artificial intelligence (AI) will be used to enhance the ability of speech analytics to identify issues and recommend ways to address them. To order your copy of the Report, visit www.dmgconsult.com.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

Zonka Feedback

DECEMBER 26, 2023

In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. We have shortlisted the tools based on their AI features, the technology powering them, their standout feature powered by Artificial Intelligence, and who is the software best fit for.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 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. Example of text analytics with sub-categories.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Gainsight

NOVEMBER 13, 2023

Gainsight has always been a leader in the industry, from being the first to establish Customer Success itself, to evolving with changing customer needs, to riding the new wave of artificial intelligence in SaaS. Takeaways Last but not least— Takeaways.

AI 52

AI Artificial Intelligence Text Analytics Customer Feedback 52