030: How the future of measuring success in the contact center requires AI
Deep Learning with PolyAI04/18/24 • 26 min
Damien welcomes Business Value Analyst Steven Fine to the pod and discusses the evolution of measuring success in contact centers, focusing on integrating AI and automation technologies to improve customer experience and operational efficiency. Their chat emphasizes the importance of marrying sentiment analysis with Customer Satisfaction (CSAT) metrics for a more accurate understanding of customer satisfaction, as well as diving into innovative means of measuring success, such as looking at the entire customer journey and combining bot performance with overall conversation sentiments.
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04/18/24 • 26 min
Deep Learning with PolyAI - 030: How the future of measuring success in the contact center requires AI
Transcript
we're getting better with AI, being able to recognize if people are happy, sad with their experience. And when you're able to marry that with a C SAT and make sure there's a bindment between the two, then we're going to get a much better picture of how. An individual person feels about their experience and then being able to track that satisfaction over a longer period of time
DamienHey folks, Damian here
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