eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 199

AI Sentiment Analysis Contact Center Healthcare 199

eglobalis

NOVEMBER 3, 2024

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

CX 516

CX B2B Innovation Sentiment Analysis 516

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis? Neutral sentiment.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

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. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

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

eglobalis

AUGUST 19, 2024

This approach involves real-time feedback loops and advanced sentiment analysis to understand customer needs better and enhance service delivery. Gartner predicts that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

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

ECXO

AUGUST 12, 2024

Customer Experience Management (CXM) Software: Tools like Qualtrics and Medallia offer deep insights into customer feedback and behavior, empowering businesses to make data-driven decisions to enhance CX. Immersive Technologies: VR/AR will continue to grow, offering brands new ways to engage customers through immersive experiences.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

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

Callminer

DECEMBER 28, 2022

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

Sentiment Analysis 182

Sentiment Analysis Customer Service 182

CSAT.AI

OCTOBER 19, 2022

This is a powerful customer service technology in multiple ways. In customer service, NLP has been used alongside machine learning (and a multitude of other AI focused processes) to automate aspects of voice and text based service. Sentiment Analysis. The Power of NLP. New to CSAT.AI? Conclusion.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

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

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. What Are You Missing in Automation for Customer Service? Automation has many benefits but also challenges.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. The anonymous data revealed some surprising conclusions about how customers really feel about the service they receive, and what the best reps do to achieve better outcomes.

Customer Survey 209

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 209

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 456

NPS Customer Feedback Net Promoter Score B2C 456

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. SAP Customer Experience solutions include SAP Marketing Cloud and SAP Commerce Cloud, which help businesses deliver personalized customer experiences and manage digital commerce efficiently.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Sentiment Analysis B2C B2B 111

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

CSAT.AI

SEPTEMBER 14, 2022

Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other. The Bridge: Customer Service Operations.

Customer Service 102

Customer Service Sentiment Analysis Customer Retention AI 102

Return Customer

JULY 10, 2019

More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. Let’s check out a few important customer experience statistics as they foreshadow the future of customer service. Huffpost ). Image Source. Microsoft ). Accenture ).

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

Fonolo

MARCH 16, 2023

Industry experts are excited about sentiment analysis, which is a score that reflects a customer’s feelings about the customer service they’ve received. Tom Laird, CEO, Expivia Interaction Marketing Group: In 2023, we are looking at real-time agent assist and real-time sentiment scoring.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

CSAT.AI

DECEMBER 21, 2022

The holiday season is rife with customer service horror stories from both customers and workers. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: .

Customer Service 87

Customer Service Sentiment Analysis AI CX 87

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

Retently

MARCH 17, 2025

Its also about understanding how customers feel. Thats why the best CX reports balance quantitative data (stats, graphs, trends) with qualitative insights (customer feedback, sentiment analysis, and real examples). Yet the real value comes from customer comments. Thats where sentiment analysis comes in.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

CSAT.AI

NOVEMBER 23, 2022

In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round: Recognize that your agents want to enjoy the holidays too. Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. Help them to do that. Be inclusive. Happy Thanksgiving!

Customer Service 96

Customer Service Sentiment Analysis AI 96

TeamSupport

OCTOBER 26, 2020

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty. This makes active listening an essential soft skill in your customer service team.

Customer Service 98

Customer Service Sentiment Analysis B2B Education 98

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. Fin automatically resolves customer issues with safe, accurate, conversational answers based solely on your support content. What’s next for Fin?

AI 98

AI Customer Service Artificial Intelligence Sentiment Analysis 98

CSAT.AI

AUGUST 17, 2022

According to Microsoft’s 2018 Global Customer Service Report 90% of respondents believe brands should give them the opportunity to provide feedback, but over 75% said that brands only give them a chance to do so half the time or less. Parsing past data enables these tools to even predict future customer action and sentiment.

Customer Service 105

Customer Service Sentiment Analysis Gaming Hospitality 105

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. A key customer service agent skill and modern metric.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

CSAT.AI

MAY 17, 2023

You know that your business needs to provide great customer service to compete. These features are in addition to CSAT.AI’s AI powered surveys, patented in the moment agent feedback and sentiment analysis which can improve CSAT, first contact resolution and reduce QA and training costs. Now CSAT.AI

Sentiment Analysis 94

Sentiment Analysis AI Customer Service 94

SurveySensum

MARCH 3, 2025

Tracking Customer Sentiments The key to making informed business decisions is to understand how customers feel about your brand, product, or service and social media is a goldmine of customer opinions. Detect emotions : Gauge customer emotions like frustration, happiness, excitement, or disappointment.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 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 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. Provide a seamless experience by ensuring that customer history is readily available to agents, reducing repetition and improving response times. Inefficiencies in customer service processes.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 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 2024, AI will continue transforming customer-business interactions. AI in customer service has many practical benefits. What’s AI in Customer Service?

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52