The SugarLive tool will enable sales workers to track the details of each customer interaction
SugarCRM announced a new tool that the company believes can add sentiment analysis to the expanding suite of capabilities within SugarPredict AI.
The tool will use natural language processing and AI to provide sales and service staff with information about a customer’s “emotional state and intent.”
The SugarLive tool will enable sales workers to track the details of each customer interaction as it is happening and access customer information across all touch points and channels at any point in time. The goal of the tool is to bring “next-level, empathic engagement” to sales and service teams.
In addition, the tools will help supervisors determine how sales workers conduct themselves during customer interactions.
“By providing teams with an understanding of intent, sales and service personnel can be prompted on the next best action to support the customer journey — i.e. to escalate to a supervisor, present a save-the-sale offer, or to take an opportunity to upsell,” SugarCRM spokesperson said.
“Organizations are focusing on harnessing AI as a means of better understanding and delivering on customer needs. By detecting customer intent and emotional state, SugarPredict can empower sales and service professionals to produce the right answers and outcomes quickly and confidently, commanding greater customer satisfaction and loyalty.”
SugarCRM CTO Rich Green said sales and service professionals are under great pressure because of the importance of each interaction as it can make or break businesses.
Green added that SugarPredict sentiment analysis will enable workers to get every interaction right and connect with customers on a human level.
“You rarely get a second chance to make a great impression with a customer. This is why we’re proud to be extending SugarPredict sentiment analysis to empower sales and service professionals on the customer front lines – where the battle for customer loyalty is waged on a daily basis”, Green said.