eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

CSAT.AI

OCTOBER 19, 2022

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. QA and first contact resolution (FCR) for customer service is an ongoing challenge. Sentiment Analysis.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Execs In The Know

AUGUST 12, 2024

But behind all of the technical buzz, it’s important toconsider, how are your customers feeling at each stage of the buyer’s journey? Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Zonka Feedback

OCTOBER 25, 2023

Introducing customer sentiment analysis - a window into the innermost thoughts of the customer. But what exactly, is sentiment analysis, and more importantly, how it can boost customer experiences? TL;DR Customer sentiment analysis enables businesses to understand their customer's thoughts.

Sentiment Analysis 59

Sentiment Analysis Machine Learning Social Media Customer Feedback 59

Callminer

MAY 27, 2020

Solutions such as CallMiner’s interaction analytics software evaluate interactions across every customer communications channel, resulting in comprehensive analytics that paint a complete picture of your company’s customer interactions. Self-service is one area in which contact centers shine due to their multi-channel approach.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

TeamSupport

JUNE 29, 2020

Customer support software that isn’t B2B-specific can leave your agents in the dark about key relationships and other important data points, delaying the time to ticket resolution and frustrating customers with questions they may have already answered. How does customer sentiment analysis differ from a Customer Distress Index, or CDI™?

Sentiment Analysis 59

Sentiment Analysis B2B Machine Learning B2C 59

SurveySensum

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. It goes beyond just converting speech to text – it adds context, detects sentiment, and derives meaning using AI and machine learning. Inefficiencies in customer service processes.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Zendesk

JANUARY 30, 2023

What is customer sentiment analysis? Customer sentiment analysis is when a company uses automation to examine feedback left by customers in surveys, social media posts, and so on. Customer sentiment analysis use cases extended beyond creating return customers, however.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

SurveySensum

MARCH 3, 2025

Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. This process helps you understand brand mentions, customer sentiments, emerging trends, and competitor strategies. Lets find out!

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

CommBox

JULY 11, 2024

Introduction to AI Customer Service In the 1950s, John McCarthy, known as the founding father of Artificial Intelligence, coined the term. In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving. What’s AI in Customer Service?

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52

Aquire

JULY 1, 2021

Use cases of virtual assistants 7 benefits of conversational technology How to implement conversational AI for customer service. The most advanced function of this tech is using machine learning to learn over time. Machine learning (ML). Sentiment analysis. Let’s dive in.

AI 125

AI Artificial Intelligence Machine Learning ML 125

SurveySensum

FEBRUARY 6, 2025

Survey Creation and Customization Qualtrics : It offers extensive customization options that can be overwhelming for users who are looking for a straightforward approach. Also, if you want to manage more advanced and complex surveys, you need to contact customer service agents to figure out the interface.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

CSAT.AI

SEPTEMBER 22, 2022

This technology relies on machine learning and deep learning to parse queries and apply appropriate responses/solutions. Additionally, CAI can be used to assist agents in real time during customer interactions . says, “Successful CX outcomes utilize sentiment analysis to augment current conversational AI.

AI 101

AI Sentiment Analysis Machine Learning CX 101

Beyond Philosophy

AUGUST 25, 2022

Moreover, these positive engagements drive an improved lifetime value that makes customers feel like returning. Triant thinks these types of customer service interactions help counteract the negative ones. As customers, we often think of that time on hold or in customer service from our perspective.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions. Topic Modeling : Detects key themes and patterns across large text datasets.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Basic NLP uses key phrases such as “refund” or “delayed” to generate responses to customer queries and direct interactions. Customers and Business Leaders Win with Virtual Agents, Too.

ML 72

ML Customer Service Sports Contact Center 72

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Basic NLP uses key phrases such as “refund” or “delayed” to generate responses to customer queries and direct interactions. Customers and Business Leaders Win with Virtual Agents, Too.

ML 72

ML Customer Service Sports Contact Center 72

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package.

Machine Learning 79

Machine Learning Sentiment Analysis AI Technology 79

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

Zendesk

AUGUST 30, 2022

and build comprehensive reports to make data-informed decisions that drive strategic actions, and help companies to build better relationships with their customers. Rdentify for Support and Chat (Support) (Chat) brings together state-of-the-art machine learning and linguistics technology to provide customer protection.

Social Media 98

Social Media Sentiment Analysis Machine Learning Technology 98

ECXO

MARCH 24, 2024

This data, when analyzed, provides deep insights into the customer’s preferences, enabling brands to cater to their needs more effectively. AI-powered chatbots, for instance, can engage with customers 24/7, provide personalized responses, and offer real-time solutions.

AI 156

AI Customer Experience Social Media Machine Learning 156

Intercom

MAY 31, 2023

Fine-tuning can save time and resources by using general models instead of training new ones from scratch, and it can also reduce the risk of overfitting, where the model has learned the features of a small-ish training set extremely well, but it’s unable to generalize to other data.

AI 72

AI Machine Learning Artificial Intelligence Unstructured Data 72

Retently

AUGUST 5, 2024

Customer Service is exceptional, also rated 4.9. Value for Money is excellent, matching the high customer service score at 4.9, while Customer Service decreased to 4.4 Customer Service is rated 4.3, The pros are its easy-to-use interface and helpful customer service.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Logicalware

NOVEMBER 23, 2023

Examples shared during the presentation showcase how AI co-pilots, such as Microsoft 365 copilot, can significantly enhance productivity for employees across various industries, from sales and finance to customer service. Delving into the technicalities, he unveils the power of Large Language Models (LLMs).

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

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. There are examples of NLP in nearly every customer service process powered by AI.

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. There are examples of NLP in nearly every customer service process powered by AI.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72

SugarCRM

JULY 7, 2022

Businesses need to use a CRM that incorporates artificial intelligence (AI) and machine learning (ML) into its functionality to augment staff knowledge and help prioritize workload focus. CRMs that use sentiment analysis can automatically redirect sensitive incoming cases to more skilled or senior customer service/support agents.

Technology 55

Technology Technology ML Data Entry 55

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Over the course of my career, support has traditionally been very transactional – customers would get in touch with issues or questions, and support reps would resolve and close them out. . The time for AI in customer service is now.

AI 90

AI ML Artificial Intelligence Sentiment Analysis 90

Lumoa

APRIL 3, 2018

According to the same research, at least 66% of customers trust other consumer opinions posted online and according to another research , 58% of consumers said they have recently (within the past five years) began leaving more and more online reviews based upon customer service. The question is, how can you measure it?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Logicalware

JUNE 13, 2023

Enter Agent Assist: the intelligent customer service solution powered by Conversational AI that empowers agents to deliver exceptional service while leveraging automated capabilities. Sentiment analysis for enhanced understanding Understanding customer sentiment is crucial for delivering exceptional customer service.

AI 52

AI Sentiment Analysis Machine Learning Start-ups 52

TeamSupport

DECEMBER 18, 2023

“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve? Here are five pro tips from customer service veterans.

Sentiment Analysis 59

Sentiment Analysis Machine Learning Gaming Start-ups 59

Zendesk

NOVEMBER 28, 2023

Like software as a service (SaaS) business models, companies can subscribe to AIaaS plans that provide AI for customer service tools. Businesses often use AIaaS solutions to deploy AI chatbots for convenient customer self-service, like troubleshooting common issues or surfacing answers to FAQs.

AI 52

AI ML Machine Learning Artificial Intelligence 52