We have added powerful text analytics functionality to our AI-driven automated speech and true emotion analytics contact center solution. This enables sophisticated analysis of emails, chats, social media interactions, reviews, surveys, and Net Promoter Scores NPS. With near human-level precision, it automatically recognises the positive and negative meanings of phrases and summarises key topics or hidden patterns. It provides contact centers with a 360-degree view of customer interactions, which can help reduce compliance issues whilst enhancing customer engagement, customer retention, service standards, and productivity.
The need for Real-Time Speech Analytics According to Forbes, customer service interactions influence brand loyalty for