by Ashley Griggs August 16, 2023 In today’s crowded competitive landscape, understanding your customers’ feelings and attitudes can transform your business. But traditional methods for analyzing customer interactions are inefficient and limited.
Manual listening across a few interactions is subjective, time-consuming, and expensive, often yielding poor and skewed samples. Sorting through mountains of data, including billions of customer interactions and extensive survey results from virtually every industry requires the use of advanced technology – simply put, to overcome these challenges, and to efficiently and objectively access the wealth of customer interaction data available, businesses need AI.
AI-powered sentiment analysis is the solution. ElevateAI’s suite of integrated Enlighten AI and CX AI offerings deliver a paradigm shift, replacing subjectivity with objectivity – and turning the complex task of analyzing customer interactions into a straightforward and precise process.
This approach doesn’t involve random sampling of interactions – it evaluates 100% of your interactions to ensure you fully understand your customers. Sentiment uses a comprehensive CX dataset to determine whether each customer interaction is positive, negative, or neutral.
Importantly, sentiment is not based on generic data. It is trained on conversational data labeled by analytics and corresponding survey scores, providing a level of relevance and accuracy that surpasses other vendors, who mainly use generic or publicly available internet data. With sentiment, businesses can analyze every voice or text interaction across all channels—including phone calls, emails, chats, and social media posts—in near-real-time. This capability allows you to gain insights into areas where customer sentiment fluctuates, offering a deeper understanding of how and why sentiment changes within a single interaction.
What enables sentiment to achieve these results? The key is in the language.
Sentiment analysis identifies and interprets the words, semantics, and context used in each interaction. This sophisticated language analysis ensures that even subtle indicators of sentiment, like sarcasm or frustration, are not overlooked. By incorporating additional factors such as laughter, cross talk, or changes in pitch, tone, or speaking rate, sentiment analysis achieves unprecedented accuracy.
It’s not just about what is being said, but how it is being said.
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But where does the actual value of sentiment analysis lie? The applications are plentiful and it’s already transforming the landscape of customer experience across various business functions.
Sentiment scoring has been identified as a predictive indicator of customer satisfaction metrics like NPS, tNPS, and CSAT surveys. Now, with AI-powered sentiment analysis, businesses can objectively measure customer sentiment on 100% of interactions, finding insights and monitoring trends across use cases like the following:
Embracing customer sentiment is crucial today. We can now efficiently and objectively decode the complex language of customer interactions through AI-powered sentiment analysis.
ElevateAI’s CX AI models offer a game-changing approach to analyzing customer interactions. By tapping into a comprehensive CX dataset and incorporating real survey outcomes, we provide a more accurate, objective, and nuanced analysis of every single interaction. Our CX AI tools go beyond the limitations of traditional methods, assessing 100% of interactions rather than just a potentially biased, limited sample.
Our AI solutions dive deep, analyzing words, phrases, context, semantics, and even shifts in tone and pitch. This level of detail offers insights that traditional, manual methods simply can’t match. From tracking real-time sentiment changes and evaluating agent performance to pinpointing potential process improvements, AI-powered sentiment analysis offers powerful, versatile applications with clear, measurable benefits.
The advantages for businesses are substantial. AI-powered sentiment analysis can dramatically boost customer satisfaction and enhance employee engagement. It enables targeted coaching and delivers valuable insights for refining products and processes, ultimately leading to improved business outcomes across the board.
