How sentiment analysis boosts customer engagement
Artificial Intelligence is quickly emerging as one of the most valuable tools for customer experience. With AI solutions, companies can easily collect data about their customers and processes and discover valuable ways of driving client satisfaction. AI can also empower agents by giving them access to crucial information when they’re solving customer problems. Or you could even set an AI solution up to enable self-service for your clients.
One of the most significant capabilities of intelligent systems in the conversational intelligence space is sentiment analysis. With access to algorithms that track the sound of a person’s voice, their use of certain words, and other factors, AI can determine whether a client feels positive or negative about a company, product, or situation.
Here’s how that technology can drive better customer engagement.
The more companies can learn about their customers, the more likely they’ll deliver a fantastic service experience. Sentiment analysis is a crucial way for companies to get an insight into how clients feel during different points of the buyer journey. You can use this technology to notify agents when it’s the right time to suggest upselling and cross-sells opportunities to customers.
Sentiment analysis can also inform supervisors and managers when new agents risk losing an unsatisfied client. Sentiment analysis improves customer engagement by:
Assessing the success of the modern contact centre isn’t just about measuring how many calls an agent takes per hour anymore. Today’s companies need to be aware of the feelings and expectations of their customers if they want to maintain their loyalty. Sentiment analysis can give organisations a better understanding of how customers think and feel, so that they can provide the right service in the long-term. The path to better service starts with sentiment.