Customer service agents benefit from real-time and historical sentiment analysis that takes the guesswork out of reading emotions — especially on phone calls or text-based digital interactions. This gives businesses the insight they need to deliver hyper-personalized experiences. In fact, AI-driven sentiment analysis data has a bevy of uses that elevate emotional intelligence among CX professionals.
For most companies, the process of measuring customer satisfaction occurs far too late in the journey. Traditional customer feedback surveys typically rate experiences after the fact, resulting in stale data that does not help agents in the moment. Proactive customer service requires real-time analysis for positive resolutions and more impactful connections.
Thanks to AI-driven natural language processing, machine learning and computational linguistics, customer service professionals can see accurate sentiment analysis data before their conversation even begins, promoting a service culture that emphasizes empathy and relationship-building.
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According to AI development and essential application to society, Michael Dukakis Institute for Leadership and Innovation (MDI) established the Artificial Intelligence World Society Innovation Network (AIWS.net) for the purpose of promoting ethical norms and practices in the development and use of AI in different areas, including customer service and health care support.