SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. So, is it worth the investment? Lets dive in and explore.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. On day 2, we have artificial intelligence and related technology taking center stage. Join Vice President of AI Rick Britt and Data Scientist Kirsten Stallings as they dispel the myth that out-of-the-box text analytics works the same on speech data.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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. With AI, you can get answers to most of your “why” questions.

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

SurveySensum

JANUARY 16, 2025

The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc. Qualtrics and SurveyMonkey G2 Ratings G2 is a popular peer-to-peer review platform where users can find unadulterated, unbiased, and real-time reviews about different software and technologies.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 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. Why is NPS ® going up or down?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. Voice-to-text technology is a technology that has risen to everyone’s lips lately.

Text Analytics 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

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

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

Customer Service Life

MARCH 15, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Do terms like NLP and Machine Learning mean anything to you? Machine Learning.

AI 64

AI Machine Learning CX Net Promoter Score 64

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Analytics will Continue to be a Differentiator. Technology will be used to “work smarter, not harder.”

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

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

APRIL 3, 2018

That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Fonolo

NOVEMBER 11, 2022

Improved tools and technology. IVR was one of the first automation trends in call centers, but the technology is even more relevant today. Speech analytics identify tone and emotion in customers’ voices, tagging and analyzing them to find shortcomings in customer service scripts, and correcting them with more effective versions. .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Text Analytics. Text Analytics. Real-time text analysis.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

SEPTEMBER 11, 2024

We are so used to Netflix’s recommendations, the tailored playlist of Spotify, shopping recommendations of Amazon, etc, so much so that according to McKinsey 35% of Amazon and 75% of Netflix recommendations are provided by machine learning algorithms.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

DMG Consulting

AUGUST 9, 2018

Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. What are the two main modules of Confirmit Genius?

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

DMG Consulting

OCTOBER 18, 2017

DMG’s 12 th annual edition of this Report provides a comprehensive review and unparalleled analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. DMG expects leading vendors to design new algorithms targeted at a variety of enterprise opportunities.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

DMG Consulting

MARCH 31, 2019

The leading CBCCI vendors recognize that AI is the future of contact center technology. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

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

VOZIQ

JULY 18, 2022

You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Text analytics also uncovers insights into customer sentiments and intent. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Text analytics also uncovers insights into customer sentiments and intent. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 11, 2019

The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. Botanic Technologies and Capito.ai

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

SurveySensum

MARCH 3, 2022

It also enables you to build custom classifiers to examine and compare text histories. Text extraction. This automated text extraction process helps you structure your data and identify critical texts, tags, etc., in seconds using machine learning. Steep learning curve. Integrations. Best Features.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

AI 48

AI CX Contact Center Artificial Intelligence 48

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Companies receive real-time feedback in massive volumes if they only start listening to their customers.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

DMG Consulting

JANUARY 17, 2018

Artificial intelligence (AI) is entering the WFO world, starting with natural language process (NLP) and machine learning, technologies that have great potential to enhance many components of these solutions. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. This is the power of speech and text analytics. Hint: Focus on Agent Performance.

Contact Center 69

Contact Center Artificial Intelligence Text Analytics AI 69

DMG Consulting

AUGUST 21, 2017

While most of today’s robots automate rote activities, DMG expects to see an enhanced generation of robots emerge in the next couple of years that incorporate artificial intelligence (AI) and machine learning, further enhancing the benefits and contributions of these versatile solutions.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48