Analysing the Effect of Sentiment Analysis

How sentiment analysis boosts customer engagement

Customer Engagement
Data & AnalyticsReviews

Published: April 9, 2021

Rebekah Carter

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 Value of Sentiment Analysis

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:

  • Creating empathy: It’s not always easy to tell when a conversation is going poorly over the phone. With sentiment analysis, agents can get an instant alert when the customer’s sentiment begins to drop, so they can see when they need to take action to solve problems. This can lead to more empathetic and memorable conversations between companies and consumers and more engagement
  • Agent enrichment: Sentiment analysis is an excellent way for agents and their managers to see how well their skills are evolving. Agents can track their overall satisfaction score based on the sentiment expressed by the customers they interact with. It’s even possible to record conversations that demonstrate highly positive feelings from customers to use as future training resources for agents
  • Quicker problem resolution: Customers want quick solutions to problems from agents they feel understand their pain points. Using sentiment analysis, it’s possible to track which solutions appeal most to customers when problems occur. This can help companies to build playbooks and offer suggestions for agents on how to handle different kinds of calls. The right best-practice guidance will gradually lead to faster problem resolution and fewer unsatisfied customers

Looking Beyond Basic Numbers

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.


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