Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

DECEMBER 25, 2024

product quality, service speed, user experience). Offer resources like FAQs, tutorials, or chatbots to address common concerns quickly. Example Action: Deploy AI-driven chatbots to greet website visitors and address their questions instantly. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

MARCH 6, 2025

Dashboards showing live customer metrics, or monthly all-hands meetings that review key CX KPIs and customer comments, keep everyones attention on the end-user experience. Some B2B firms create internal competitions or CX challenges where teams pitch ideas to improve the customer experience, fostering grassroots involvement.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 22, 2022

Most brands with a VoC or experience improvement program will centralize the data streams and use advanced analytics and behavioral science experts to identify what customers are actually saying. For any data to be useful, of course you need to take the time to dig in and understand what your customers are actually saying.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Inbenta

JUNE 2, 2020

Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. Give your chatbot a personality. Personality is the new user experience.”. Source: Ultan O’Broin from Chatbots Magazine ).

Chatbots 130

Chatbots Tips Knowledge Base Exercises 130

Inbenta

APRIL 22, 2021

To do so, chatbots are your best friend – but, not all chatbots are built the same. Here are some factors to consider when selecting your chatbot. Different types of chatbots to drive your conversations. Where do you want to have the chatbot? Menu/Button-based Chatbots. Keyword Recognition-based Chatbots.

Chatbots 98

Chatbots Omni-Channel Self Service Social Media 98

Comm100

FEBRUARY 17, 2025

Many still think of AI as just a super-advanced chatbot! While the first one has a lot to do with psychology and marketing, the second one focuses primarily on analytics. Instead of navigating through multiple pages or interpreting complex data, they can simply use the AI chatbot and ask, “Who is [my team] playing next?”

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

AWS Machine Learning

MAY 30, 2024

Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. In cases where document is in available in other formats, users preprocess this data and convert it into.pdf format. Your primary functions are: 1.

Chatbots 130

Chatbots Knowledge Base Innovation Interaction 130

Win the Customer

JANUARY 9, 2025

Chatbots and Virtual Assistants: 24/7 Availability: AI-powered chatbots provide 24/7 availability, ensuring customers can find answers and resolve issues at any time. Personalized Interactions: Utilize AI to personalize chatbot interactions based on customer data, providing more relevant and helpful responses.

Self Service 59

Self Service Chatbots Knowledge Base User Experience 59

Retently

NOVEMBER 27, 2024

Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious. Or maybe analytics reveal that mobile users struggle during checkout, meaning optimizing your site for mobile can dramatically boost sales.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

C3Centricity

NOVEMBER 4, 2020

Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. One area that will certainly need a tremendous amount of human input is in speech analytics.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

BirdEye

NOVEMBER 16, 2023

Include an AI chatbot for instant response 2. Optimize user experience on mobile and desktop 9. How does an AI chatbot help you get more real estate customers? Include an AI chatbot for instant response An AI chatbot is an automated tool that engages with website visitors and responds immediately to their queries.

Chatbots 111

Chatbots Social Media Consulting Financial 111

Uniphore

DECEMBER 27, 2021

Each underscores the importance of user experience in a program’s success: How do you define and measure the end-to-end process that impacts the user experience? How do you drive user adoption? Conversational AI can greatly improve the help desk user experience. ” And Sathiaraj would know.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Win the Customer

SEPTEMBER 15, 2020

Customers appreciate a user-friendly experience, or else they’ll get frustrated by unusable technology and go somewhere else. IVR or AI driven chat bots) are working and easy to use at launch, to better serve your customers. Personalize User Experiences. Resolve Issues Quickly.

Call Center 157

Call Center Tips Self Service Customer Experience 157

Thematic

APRIL 1, 2025

In fact, 73% of customers say customer experience is a top factor in their purchasing decisions​, so investing in insights is no longer optional. In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Inbenta

MARCH 25, 2020

My company would like to set up an AI chatbot. For example: Improve user experience: By adding a new self-service tool. For example: reducing the volume of incoming emails by 20 to 30%, top 5 themes handled by the bot, number of quotes generated thanks to the chatbot. Experiment the “Test and Learn” mode.

Chatbots 89

Chatbots Self Service Tips How To 89

BirdEye

JULY 7, 2023

That’s why a customer service chatbot is a necessary tool for a successful business. However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. Table of contents What is a chatbot for customer service? Today’s customers expect answers in real time.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

CSM Magazine

MARCH 27, 2025

Think personalized dashboards, slick chat setups, client portals, or even AI-driven assistants tools built to fit what clients actually need. Crafting these platforms with user experience (UX) front and center ramps up engagement, cuts inefficiencies, and strengthens those all-important client ties. Crisper real-time chats?

Communication 52

Communication Self Service Chatbots Wait Times 52

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. Click here to read the full report.

Self Service 32

Self Service Engagement Management Contact Center 32

AWS Machine Learning

OCTOBER 16, 2024

Through Amazon Bedrock, DPG Media selected the Anthropic Claude 3 Sonnet model based on internal testing, and the Hugging Face LMSYS Chatbot Arena Leaderboard for its reasoning and Dutch language performance. This solution can help accelerate audio metadata extraction, create a more engaging user experience, and save time.

Video 117

Video Metrics Multi-Channel System 117

ShepHyken

APRIL 30, 2021

Automating Service-Desk With NLP-Based Chatbots. Until now, AI has proven quite useful in support, especially in the form of chatbots that can answer a large number of straightforward queries without human intervention. You can even employ analytics to predict customer expectations and plan your conversations accordingly.

Customer Service 151

Customer Service Chatbots Omni-Channel Analytics 151

Comm100

JUNE 5, 2018

Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. This can include routing a call to a customer care agent or a chatbot. AI systems can be installed on the agent desktops to access the user’s background information, allowing inbound customer calls to be handled quickly.

Contact Center 170

Contact Center Call Center Self Service Chatbots 170

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

AWS Machine Learning

FEBRUARY 3, 2025

By tapping into these rich information sources, you can enable your users to create Amazon Q Apps that can answer questions, summarize key points, generate custom content, and even securely complete certain tasksall without the user having to navigate through disparate repositories or systems.

Innovation 95

Innovation Government Chatbots Resources 95

rethinkCX

FEBRUARY 13, 2025

Key Strategies to Improve Customer Experience Understand Your Customer Journey Map out customer touchpoints. Utilize analytics and customer feedback for insights. Personalization and Customer Engagement Use AI-driven recommendations to tailor user experiences. Offer proactive customer support via chatbots and live agents.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52

rethinkCX

FEBRUARY 13, 2025

AI-Powered Chatbots and Virtual Assistants Handle routine queries instantly, reducing wait times. Enhances overall customer experience by minimizing frustration and delays. Sentiment Analysis and Predictive Analytics Analyzes customer emotions and feedback to identify dissatisfaction early.

Self Service 52

Self Service Multi-Channel First Call Resolution Chatbots 52

GetFeedback

APRIL 8, 2019

Twitter analytics. Twitter’s built in-analytics program provides demographics such as your audience’s top interests, language, household income, and consumer behavior. Go to Twitter Analytics. Instagram analytics. Otherwise, you can use Instagram’s built-in analytics. . Here is how to do it.

Customer Journeys 207

Customer Journeys B2B Analytics Social Media 207

Talkdesk

JANUARY 13, 2020

Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience. That’s why using a chatbot built on Natural Language Processing (NLP) is critical. This platform helps your bot be — well — a better bot. Impressive!

Contact Center 67

Contact Center Chatbots Metrics eBook 67

Inbenta

JUNE 25, 2021

Chatbot on Skype. Inbenta launched a plugin to provide your customers with a real-time chat experience directly from your branded Skype page. How to integrate a chatbot on Skype: Easy setup: Using their already created FAQs and knowledge base, businesses are up and running with their own branded Skype chatbot.

Chatbots 52

Chatbots Self Service Telecommunications Knowledge Base 52

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation.

Data 195

Data Social Media Net Promoter Score Analysis 195

Solvvy

SEPTEMBER 20, 2022

Complementing your team with chatbots for customer service can help you meet the increased demand and execute a strategy that resolves issues faster and results in happier customers cost-effectively. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Thematic

MARCH 26, 2025

Predicting Emerging Issues Before They Escalate Successful businesses use AI-powered predictive analytics to detect early warning signs based on subtle shifts in feedback patterns. Discover how large language models are revolutionizing text analytics, offering deeper insights than traditional NLP approaches.

Feedback 62

Feedback Social Media Analysis Survey 62

Uniphore

JULY 21, 2021

An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality. Some key capabilities to look into including are semantic analytics and natural language processing. Other similar tools to consider include chatbots and smart speakers.

Self Service 130

Self Service Customer Service Management Contact Center 130

SurveySensum

DECEMBER 24, 2024

Limited Reporting Capabilities The reporting capabilities of SurveyMonkey are not very intuitive as pointed out by many users. Expensive The advanced features and detailed analytics are only available in the higher-tier plans, which can be expensive. Also, the extensive range of features and settings has a learning curve for new users.

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

Fox Metrics

JUNE 25, 2020

Google analytics Not Sufficient. Google Analytics offers so much for a free tool. It’s data sampling also distort your analytics, so you only see a portion of your data. Modern trends require employing top Analytics tools like FoxMetrics to get a better insight into marketing performance. Predictive Analytics.

Trends 111

Trends Marketing Social Media Advertising 111

AWS Machine Learning

JUNE 13, 2023

In addition to traditional keyword searches such as “technology trends,” natural language searches such as “I want information on new technology initiatives” can greatly enhance the user experience. In addition to Experience Builder, Amazon Kendra also supports Python and React.js The chatbot issues an event to Lambda.

Chatbots 99

Chatbots User Experience System Study 99