Callminer

AUGUST 20, 2015

Quicker response times, one-to-one engagement, and sentiment analysis & social listening are a few ways. How can contact centers leverage social media to improve the customer experience? Read more.

Sentiment Analysis 182

Sentiment Analysis Social Listening Social Media Customer Experience 182

Callminer

MARCH 10, 2015

Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs. What can companies do to take actionable steps to improve the customer experience?

Sentiment Analysis 182

Sentiment Analysis Customer Experience 182

Callminer

DECEMBER 8, 2019

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the process.

Sentiment Analysis 182

Sentiment Analysis 182

Customer Think

APRIL 30, 2021

Staying on top of what customers are saying about your brand through voice and digital channels is a complex task that’s made simpler by artificial intelligence (AI) powered sentiment analysis.

Sentiment Analysis 101

Sentiment Analysis Artificial Intelligence AI Customer Experience 101

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

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. Integrating sentiment analysis for empathetic responses. AI unlocks value by: Automating common inquiries, reducing response times.

AI 276

AI CX Sentiment Analysis Net Promoter Score 276

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. You may be wondering how sentiment analysis can truly make a difference in your organization.

Sentiment Analysis 78

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 78

ECXO

JUNE 11, 2024

Employee Engagement and Well-being AI’s ability to monitor employee sentiment and personalize well-being programs is a game-changer for maintaining high levels of engagement and satisfaction. The AI chatbot also conducts sentiment analysis to gauge employee morale and proactively addresses potential issues.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

eglobalis

OCTOBER 21, 2024

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. Responding to every post may quickly become unsustainable, leading to burnout or compromised quality in engagement.

Social Media 418

Social Media B2B Sentiment Analysis B2C 418

Customer Think

OCTOBER 10, 2023

Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.

Social Media 121

Social Media Sentiment Analysis AI Technology 121

Zonka Feedback

MARCH 1, 2024

Sentiment analysis models that learn on labeled data are a common sight. The main challenge arises when you have unlabeled data at your disposal and you want to extract customer sentiments or emotions from it.

Sentiment Analysis 59

Sentiment Analysis 59

ECXO

AUGUST 12, 2024

These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction. Content Management Systems (CMS): Advanced CMS platforms such as WordPress and Shopify allow for the seamless creation, management, and optimization of digital content.

Customer Experience 365

Customer Experience Predictive Analytics Social Media Machine Learning 365

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

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 AI CX Machine Learning 52

Zonka Feedback

MARCH 5, 2024

What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score.

Net Promoter Score 59

Net Promoter Score Sentiment Analysis NPS Customer Loyalty 59

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 442

CX B2B Innovation Sentiment Analysis 442

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. This helps organizations identify trends, sentiments, and areas for improvement. Furthermore, AI enables organizations to gather and analyze customer feedback at scale.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

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

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

Callminer

MARCH 2, 2020

Speech analytics solutions provide valuable insights on first call resolution and other metrics, as well as sentiment analysis that can reveal insights about why some inquiries aren’t resolved on the first call.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

eglobalis

AUGUST 19, 2024

This approach involves real-time feedback loops and advanced sentiment analysis to understand customer needs better and enhance service delivery. SAP SAP has begun phasing out NPS in favor of a more comprehensive but still very slowly, VoC program and other more dynamic metrics.

NPS 308

NPS Net Promoter Score VOC Actionable Insights 308

Inside Customer Service

NOVEMBER 9, 2023

The first is by using your existing sentiment analysis tool. Companies like Balto can provide sentiment data on each call. You can use the built-in BaltoGPT feature to answer questions about change in sentiment. What if you don't have a sentiment analysis tool? There are two ways you can run this test.

Customer Survey 209

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 209

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 373

NPS Customer Feedback Net Promoter Score B2C 373

CSAT.AI

OCTOBER 19, 2022

Sentiment Analysis. Sentiment analysis is parsing customer responses and actions to understand how they feel. Accurately assessing customer sentiment helps companies course correct providing customers better products and better service. New to CSAT.AI? Word definitions are one thing. Conclusion.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

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

Customer Think

APRIL 18, 2023

The internet never closes, even if your physical locations do. While employees might shut off the lights and lock the doors at the end of a long day, consumers and potential consumers engage with your brand online 24/7 — posting and reading reviews about your brand’s CX — the great, the so-so, and the downright […]

Sentiment Analysis 64

Sentiment Analysis CX AI Technology 64

Lumoa

JANUARY 8, 2024

Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone. Sentiment analysis steps in, swiftly categorizing these reviews as positive, negative, or neutral. Advanced Features: Does it have features like sentiment analysis, entity recognition, and machine learning integration?

Sentiment Analysis 147

Sentiment Analysis Text Analytics Machine Learning ML 147

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

Zonka Feedback

FEBRUARY 19, 2024

With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.

Sentiment Analysis 59

Sentiment Analysis Customer Satisfaction Customer Expectations 59

Zonka Feedback

JANUARY 3, 2024

Sure, feedback, reviews, likes, and shares tell a story. But what about the silent whispers of dissatisfaction, the sparks of delight hidden within abandoned carts, or the hesitant clicks that reveal indecision?

Sentiment Analysis 59

Sentiment Analysis Customer Feedback 59

CSAT.AI

MAY 17, 2023

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. appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Sentiment Analysis 94

Sentiment Analysis AI Customer Service 94

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 328

Customer Experience Social Media Predictive Analytics AI 328

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

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.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

CX Network

MAY 5, 2023

Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys

Sentiment Analysis 98

Sentiment Analysis AI CX 98

CSAT.AI

NOVEMBER 17, 2022

It provides QA automation, AI-powered CSAT surveys and sentiment analysis integrated with live agent coaching to proactively improve customer service. The post Automation: What’s Missing in Your Customer Service Strategy appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Callminer

APRIL 20, 2018

You’ll gain access to data on customer preferences and sentiment analysis to learn exactly how customers feel about various products, promotions, and brands. Top platforms analyze sentiment based on the language used in conversations in addition to the tone, amount of stress in the voice, and rate and volume of speech.

Contact Center 186

Contact Center Customer Experience Machine Learning Sentiment Analysis 186