Lithium

JUNE 27, 2023

Welcome to the Khoros view on our future with AI! With Aurora, we are focused heavily on developing robust API’s, decoupling the UI from the backend of our platform, and building modern app experiences that will enable us to quickly tap into future trends in technology, whether it’s the metaverse or generative AI.

Technology 52

Technology Metrics Engagement Innovation 52

Thematic

SEPTEMBER 16, 2019

How do you identify common themes in customer responses — and turn that into actionable business insights? By identifying themes across customer feedback, thematic analysis gives you more specific insight into your customer. Natural language processing (NLP). NLU is a subcategory of NLP and AI. Word embedding.

NPS 84

NPS Feedback Measurement Airlines 84

Eptica

OCTOBER 2, 2019

We’ve previously discussed the theme of trust , and this post moves onto insight - understanding your customer and how to deliver to them. With the help of technologies such as text analytics, NLP and AI, it’s getting easier to identify and harvest important insights from this unstructured data.

Insurance 76

Insurance Social Media 2019 Insights 76

Thematic

JUNE 28, 2021

Extracting key insights from large datasets sounds daunting but it doesn’t have to be. With access to the right feedback analysis software , you’re hours away from having valuable and actionable insights to power your CX interventions. And, ironic as it may sound, the most profound insight is … get the basics right!

Banking 62

Banking Insights Competitive Advantage User Experience 62

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. This customer intelligence goes beyond simple insight (the who, what, when and where) to unlock the why – why is the customer behaving in this way? Published on: April 11, 2018. Why am I suffering increased churn?

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. It provides rich insights into the thoughts, emotions and perceptions of customers. These are fundamental tools for companies seeking insights into their customer experiences. They learn how to enhance customer satisfaction.

Feedback 62

Feedback Social Media Banking Insights 62

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted.

Customer Service 95

Customer Service Call Center 2017 Interaction 95

SurveySensum

MARCH 3, 2022

And not just that, you can analyze the data and extract actionable insights to improve customer experience. . The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. . A perfect tool must compulsorily give you systematic insights for growth.

Multi-Channel 52

Multi-Channel Feedback Touchpoint Customers 52

Eptica

MARCH 8, 2017

This is where technology can help, particularly the use of artificial intelligence (AI) and Natural Language Processing (NLP ). NLP is the application of computational techniques to the analysis and synthesis of natural language and speech, providing programs with the ability to understand human language as it written or spoken.

Communication 49

Communication Social Media 2017 Consumers 49

Eptica

OCTOBER 25, 2017

Deploying artificial intelligence (AI) and Natural Language Processing (NLP)-based customer experience software can help you automate routine queries through web self-service and chatbots, providing faster, more accurate responses, while freeing up agents to answer more complex queries. Share this page on: Tweet.

Competitive Advantage 56

Competitive Advantage Customer Experience Social Media 2017 56

Wootric

DECEMBER 21, 2018

We also emphasized that focus of next 12 months would be to add more intelligence to our product offerings and briefly talked about the new AI-powered enhancement to our product, Wootric CXInsight. Insights from Wootric have given CX pros the support to gain cross-functional alignment behind improving the customer experience.

2018 67

2018 E Commerce E-support 2019 67

Lithium

DECEMBER 21, 2020

Marketing context — like campaign initiatives, plans, and tags — will now inform workflows and automatically route, prioritize, and filter conversations so customers have a cohesive experience with the brand. AI updates to ease agent strain and improve accuracy.

Innovation 52

Innovation Social Media Events 2020 52

Lithium

NOVEMBER 10, 2020

Marketing context — like campaign initiatives, plans, and tags — will now inform workflows and automatically route, prioritize, and filter conversations so customers have a cohesive experience with the brand. AI updates to ease agent strain and improve accuracy.

Innovation 52

Innovation Social Media Events 2020 52

Thematic

JULY 19, 2022

You might be thinking of a human-like 'general AI', able to converse on any topic. Or you might be like me: imagining a practical AI that performs a specific task faster and more accurately than a human. 'Cleano' in its natural habitat But is it the same when it comes to AI analyzing feedback?

Feedback 71

Feedback Presentation Books Consulting 71

Wootric

JUNE 19, 2019

And, AI happens to be a potent weapon that could help you win this war. But first, what is AI? In simple terms, AI refers to the intelligence showcased by machines that enables them to think and analyze vast quantities of data for valuable insights that can drive businesses in many spheres. In fact, AI is all around us.

Customer Experience 82

Customer Experience Poor Customer Service 2017 Consumers 82

Eptica

FEBRUARY 7, 2018

Therefore, ensure that your self-service is able to analyze customer queries using AI techniques such as Natural Language Processing (NLP) to get to the real meaning of what consumers are asking. Make it easy for the customer By using AI and NLP you can even avoid your customers having to ask questions at all.

2018 49

2018 Competitive Advantage Consumers Entertainment 49

Eptica

JUNE 27, 2018

So rather than just focusing on structured feedback collected as part of Voice of the Customer (VoC) programs, you can use Natural Language Processing (NLP), text analytics and AI to make sense of unstructured data to spot trends and opportunities and build up a much more complete picture of the customer experience.

Social Media 55

Social Media 2018 Poor Customer Service Customer Satisfaction 55

Eptica

MARCH 7, 2018

That’s why they have invested heavily in Voice of the Customer (VoC) programs that seek to collect and act on customer insight. This means that it is easy to miss out on vital insight, simply because customers don’t have the opportunity to focus on what is important to them, but have to follow a series of standard questions.

Customer Success 49

Customer Success Return on Investment 2018 Social Media 49

Eptica

JUNE 13, 2018

To generate real ROI you need to be able to turn insight into actions and improvements. the opinions of customer facing staff), you need to make sure it’s accessible to all relevant teams in the organization so they can use it to turn insights into action. Share this page on: Tweet.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Eptica

JANUARY 31, 2018

AI-based technology that uses Natural Language Processing to analyze messages and understands what they really mean should therefore be a vital part of every CX program. Brands therefore need to use AI-based customer intelligence systems that analyze all digital interactions to gain insights that will drive transformative improvements.

2018 55

2018 Consumers Social Media 2017 55

SurveySensum

SEPTEMBER 14, 2020

Serve digital CX with new innovative technologies such as AI chatbots, intuitive applications, quick sentiment feedback with NLP, text and sentiment analysis, comprehensive CX platforms, and more. . Turn this feedback into actionable insights and make data-driven decisions to retain your customers and acquire new ones!

Customer Experience 59

Customer Experience Social Media Multi-Channel 2025 59

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. Ensure proper tagging. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93

Eptica

DECEMBER 20, 2017

So, to help companies, CTO Pascal Gauvrit has written a three part series explaining AI in detail, covering all the terms involved from chatbots to machine learning – read the first part here for your introduction to this vital subject. Eptica has been working on artificial intelligence for CX for many years. Share this page on: Tweet.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. The Benefits of AI. Elizabeth is a major advocate for AI-driven CX.

Interaction 98

Interaction Books Metrics Customer Service 98

Inbenta

DECEMBER 7, 2021

To do so live chat support can be tailored to also assist the agents who are engaging with customers to ensure that the service they deliver meets the user’s high standards, with intelligent routing and tagging features that manage and transfer chats to the right agent, saving time for both employees and customers. .

2022 52

2022 E-support Social Media Omnichannel 52

InMoment XI

AUGUST 24, 2022

Today, technology advancements in AI, deep learning, and natural language processing (NLP) make it possible for organizations to mine massive amounts of customer data to gauge public opinion, conduct market research, monitor reputation, and better understand the customer experience. Smart Text Analytics.

Definition 493

Definition Feedback Communication Social Media 493

NetBase

JULY 20, 2020

When you consider how far social analytics has come in a few short years, imagine where image analytics will be as technologies like AI, AR, VR, etc. Text posts rely on NLP to convey context beyond the words. That analysis extends to posts that might tag your brand without providing any other text clues. become more prevalent.

Social Media 60

Social Media Brands Events Technology 60

NetBase

JUNE 4, 2019

It helps brands create powerful competitive strategies informed by real-time insight. These super handy comparisons enable a side-by-side view of one or multiple topics to themes, tags or product hierarchies. They’re pretty amazing, so we can certainly understand why they’re a client favorite! Brand Passion Indexing for Ideation.

Tourism 49

Tourism Culture Insights Brands 49

Thematic

SEPTEMBER 13, 2022

Thematic RapidMiner Chattermill Kapiche Lexalytics Google Natural Language AI MonkeyLearn Qualtrics XM Discover (formerly Clarabridge) Next steps: choosing a text analytics software platform What is text analytics? With AI doing the heavy lifting, you can focus on putting your insights to work. Contents What is text analytics?

2022 71

2022 Document Social Media Feedback 71

BirdEye

DECEMBER 18, 2023

Reviews generally offer invaluable insights into customer perceptions, market sentiments, and brand awareness. Tag reviews as 1-star, team member assisted, and more for easy reporting. Understand market sentiment with AI-assisted review summaries. Monitor specific keywords, tags, and mentions to understand customer sentiment.

Brands 98

Brands Social Media Multi-Channel E Commerce 98

SurveySparrow

MARCH 9, 2024

Apart from listing the top voice of customer tools, we will be providing you with insights on how to choose a tool as well. You can gather insights from the web, email, social media, and more. Its advanced features allow for in-depth voice of customer analysis and allow you to share these insights across teams.

2024 52

2024 Voice of Customer Touchpoint Social Media 52

Thematic

MAY 7, 2019

During the event, Thematic met with many insurers who were ready to use AI/ML to help enhance all levels of their business. Below are four applications of AI and NLP for the insurance industry to learn more about their customers and business. 2) Extract themes and insights from call center transcripts and chat logs.

Insurance 48

Insurance Call Center Events Sales 48

BirdEye

DECEMBER 18, 2023

Reviews generally offer invaluable insights into customer perceptions, market sentiments, and brand awareness. Tag reviews as 1-star, team member assisted, and more for easy reporting. Understand market sentiment with AI-assisted review summaries. Monitor specific keywords, tags, and mentions to understand customer sentiment.

Brands 52

Brands Social Media Multi-Channel E Commerce 52

Thematic

SEPTEMBER 22, 2021

First, there are advances in natural language processing (NLP) which is focused on understanding human language. We will teach you how to conduct the analysis manually, and also, automatically using software solutions powered by NLP. The great thing about this data is that it contains a wealth of insights and that it’s already there!

Feedback 111

Feedback NPS Social Media Insights 111

Chattermill

NOVEMBER 4, 2018

How NLP, ML and Deep Learning Can Transform Your CX Strategy. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

Thematic

JULY 13, 2022

Painstakingly coding and analyzing user feedback in spreadsheets may feel like the most accurate way to extract insights from your data, but eventually, something’s got to give. Will Thematic provide specific, actionable insights from my data? By combining themes from text with quantitative data you can get even more specific insights.

Feedback 71

Feedback Multi-Channel Insights Social Media 71