DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Text Analytics 48

Lumoa

NOVEMBER 21, 2023

It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives. Therefore, the most optimal analytics solution is to merge machine learning and human intelligence. Lumoa’s analytics is built on top of this philosophy.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

DMG Consulting

FEBRUARY 15, 2018

Despite vendor claims, IVAs are not fully artificial intelligence–enabled, but they do use natural language understanding (NLU) and machine learning to offer a new generation of conversational concierge-type service. And IVAs will use machine learning to continuously improve their accuracy and effectiveness over time.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

DMG Consulting

AUGUST 9, 2018

Today’s IVAs are getting ‘smarter,’ thanks to increasing use of machine learning, which enables IVAs to ’learn’ from past interactions to improve their understanding of customers’ individual preferences over time,” said Donna Fluss, President of DMG Consulting.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

MARCH 31, 2019

They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM).

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Lumoa

APRIL 28, 2024

Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment). Medallia ’s AI feature is called ‘ Ask Athena ‘ and uses machine learning to discover data trends such as sudden increases in negative customer feedback.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Zonka Feedback

DECEMBER 26, 2023

It offers multiple text analytics and sentiment analytics models that offer insights based on intent, emotions, entities the sentiments are connected with, and much more. Its predictive analytics modelling allows businesses to identify trends and make decisions. Go beyond words.

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. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Learn More about the role of AI in CX.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

SurveySensum

OCTOBER 17, 2023

Text Analytics software allows you to understand and derive actionable insights from open-ended feedback. It supports predictive analytics, which can show you key trends and patterns. The tool also comes with a text analytics feature that lets users analyze open-ended feedback.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Learn More about the role of AI in CX.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Qualtrics

APRIL 5, 2021

Analytics are what turns your data into insights, and when you’re collecting a lot of data, you need powerful analytics tools to mine for deep insights. The ‘must have’ analytics for every research platform are: Text analysis — essential for identifying trending topics and sentiment from open text responses.

Text Analytics 26

Text Analytics Key Driver Analysis Social Media Predictive Analytics 26