Harnessing sentiment analysis for enhanced customer understanding and fluid experience delivery
Discover how AI is being used to combine VoC data with unstructured data and inform service improvements
Powered by AI algorithms tapping into structured and unstructured data, sentiment analysis offers contact centers and CX professionals invaluable insights into customer emotions and preferences, enabling them to anticipate needs and proactively address potential pain points in the customer journey.
At Bank-al-Etihad every customer interaction, online review and social media post about the bank is measured and paired with tens of thousands of survey responses to create a 360-degree view of the customer, highlight CX improvement opportunities and facilitate deeper customer relationships.
In this session from All Access: Future Contact Centers 2024, the bank's CX director Ledi Lapaj, explains how sentiment analysis can optimise CX and how other organizations can leveraging sentiment-driven insights to drive continuous improvement.
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