ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. However, the path forward is not without its challenges.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

eglobalis

JULY 31, 2024

They offer functionalities like sentiment analysis, feedback loops, and predictive analytics, which help in identifying pain points and areas of improvement in real-time, thus fostering a more responsive and proactive approach to customer satisfaction.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. However, this manual sentiment analysis has its limitations and challenges.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

ECXO

APRIL 10, 2024

Emotional AI and Sentiment Analysis: Utilize advanced technologies such as emotional AI and sentiment analysis to automatically detect and analyze the emotional frequencies in customer data.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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

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

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Callminer

APRIL 20, 2018

Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers. Used together, machine learning and AI empower contact centers to analyze data and use it to make decisions to enhance the customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 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. 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.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

Callminer

MAY 27, 2020

Presented in an easy to analyze format (such as text and data visualizations), this comprehensive customer interaction data supports performance scoring, sentiment analysis, and measurement of key performance indicators across all customer communications channels. that can be automated.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

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). Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone.

Sentiment Analysis 147

Sentiment Analysis Text Analytics Machine Learning ML 147

TeamSupport

JUNE 29, 2020

Sentiment analysis is a commonly used tool by B2B customer support teams and refers to assigning a metric to a piece of text that details how positive or negative that text is. The simplest type of algorithm uses a dictionary to look up which words or phrases indicate which sentiment. Find out in Part 2.

Sentiment Analysis 59

Sentiment Analysis B2B Machine Learning B2C 59

Fonolo

JANUARY 12, 2023

When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution. Sentiment Analysis. Sentiment Analysis. Tools that personalize CX. Conversational AI (Chatbots).

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

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. How Does Contact Center Text Analytics Software Work?

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

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

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc. Let’s understand each of them.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 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. Meanwhile, this analysis can provide an overview of the types of tickets being submitted, which helps support teams identify common issues.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

SurveySensum

JANUARY 16, 2025

Well, for starters, with SurveySensum you dont have to worry about investing too much time in learning the ins and outs of all the features as the tool comes with an ease-to-use and implemented user interface with DIY capabilities. This makes it an ideal choice! Basic users cannot use these features as part of the analytics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Comm100

DECEMBER 16, 2024

They use machine learning to refine and prioritize answers based on relevance. Sentiment analysis AI analyzes customer text or speech to gauge emotion and tone, categorizing interactions as positive, neutral, or negative. Helps improve the quality of conversations by offering human-like responses.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Intercom, Inc.

MAY 22, 2019

Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. The customer defines the problem, but it’s on you to do root-cause analysis and solve the problem with your technology. Lessons on building machine learning. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

SurveySensum

FEBRUARY 6, 2025

Analytics and Reporting Qualtrics : Qualtrics provides advanced analytics and reporting features, including predictive analysis, text and sentiment analysis, and advanced statistical analysis (like regression, cluster, and correlation analysis). However, these advanced features come with an additional cost.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Beyond Philosophy

JULY 18, 2020

He believes that the future of Customer Experience management and the way to foster customer-driven growth is AI, and here’s why: AI is machine intelligence driven by algorithms. By taking stimuli from an external environment, called inputs, machines try to predict the outcome. The goal is to mimic the human mind.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Qualtrics

NOVEMBER 19, 2021

What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Why is sentiment analysis important? And this is where sentiment analysis algorithms come into play.

Sentiment Analysis 26

Sentiment Analysis Machine Learning Social Media Engineering 26

Aquire

JULY 1, 2021

The most advanced function of this tech is using machine learning to learn over time. Conversational AI technologies revolve around machine learning, natural language processing, and advanced speech recognition. Machine learning (ML). Machine learning helps the system answer these questions over time.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Fonolo

FEBRUARY 16, 2021

Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. Amazon announced that their highly lauded ‘Contact Lens’ sentiment analysis would now be available in real-time, alongside tiered biometric identification inbuilt. Scheduled Conversations.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Helpt

MAY 31, 2024

This can be achieved by automating advanced machine learning algorithms to personalize interactions, providing recommendations based on user behavior, and seamlessly integrating AI with human support for complex queries.

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

CSAT.AI

SEPTEMBER 22, 2022

This technology relies on machine learning and deep learning to parse queries and apply appropriate responses/solutions. says, “Successful CX outcomes utilize sentiment analysis to augment current conversational AI. CAI is a growing trend with a worldwide market projected to grow substantially from USD 6.8

AI 101

AI Sentiment Analysis Machine Learning Technology 101

Fonolo

JUNE 7, 2018

Four of them include “AI” or “machine learning”, although those terms are being used so casually now, they are almost meaningless. Altocloud claims that “AI and machine learning” are involved in the product, but I’m skeptical. This is another deal with AI and machine learning at the center.

Machine Learning 79

Machine Learning Sentiment Analysis AI Technology 79

Fonolo

APRIL 18, 2023

Machine learning This type of automation is usually coupled with an AI application. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. It helps you streamline your operations and maximize efficiency.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Fonolo

FEBRUARY 2, 2023

Statistical machine learning This type of automation technology focuses on analyzing and mapping patterns in your customer and data, agent activity, and much more. Using features like sentiment analysis, these tools can make suggestions in real time to your agents so they can provide the best help possible to your callers.

Contact Center 140

Contact Center Sentiment Analysis AI Legal 140

Beyond Philosophy

AUGUST 25, 2022

Triant says the first thing to understand is that AI and machine learning toolsets can create these proactive experiences. We’ve built the tool sets to do that understanding, to do intent detection, do sentiment analysis, and also understand all from where customers come to interact. So, What Do You Do with This?

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

CommBox

JULY 11, 2024

It includes applications like chatbots, sentiment analysis tools, and predictive analytics. AI Customer Service Solutions AI-driven customer service solutions—chatbots and sentiment analysis tools, automated ticketing systems, and predictive analytics—are now used worldwide to help solve specific challenges and improve efficiency.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52

ECXO

MARCH 24, 2024

Machine learning algorithms can predict what a customer may need next, allowing brands to provide proactive service. 2. AI and Predictive Analysis AI, coupled with machine learning, enables predictive analysis, a technique that uses historical data to predict future outcomes.

AI 156

AI Customer Experience Social Media Machine Learning 156

Fonolo

APRIL 18, 2023

Machine learning This type of automation is usually coupled with an AI application. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. It helps you streamline your operations and maximize efficiency.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

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