Sentiment analysis gives you automatic insight into the sentiment of conversations. Valuable for contact centers, call centers and organizations where a lot of telephone customer contact takes place.
How is the sentiment distribution across all customer contacts, per product, service or service, per team or employee? And in which conversations is the sentiment neutral, positive or negative? Sentiment analysis gives you insight into what makes customers happy or what displeases and irritates them.
A study of the University of Calefornia found 27 categories of human emotions in videos. Some of these, such as confusion, fear, interest, joy, sadness and satisfaction are interesting when it comes to customer contact. Six basic emotions include universal facial expressions; joy, sadness, anger, fear, surprise and disgust. But how can this be measured in a telephone customer contact? Or in a chat with a contact center employee? And emotion detection is no analysis.
The customer will express his or her emotions in the telephone conversation or in the chat. The choice of words quickly shows how a customer experiences something. We can measure this with interaction analytics. The automatic sentiment analysis measures the sentiment of all customer interactions.
Bumicom's interaction analytics solution includes automatic sentiment analysis. Sentiment is automatically measured for every customer interaction, telephone conversation. The average sentiment is calculated per customer interaction. Understand the sentiment and understand why it is neutral, positive or negative. But also if there any sentiment transitions in the interaction. Is it from neutral to positive, positive to negative. What is the cause of the transition, what can we learn from it?
Contact us for more information or a demo.
Sentiment analysis gives you automatic insight into the sentiment of conversations. Valuable for contact centers, call centers and organizations where a lot of telephone customer contact takes place.
How is the sentiment distribution across all customer contacts, per product, service or service, per team or employee? And in which conversations is the sentiment neutral, positive or negative? Sentiment analysis gives you insight into what makes customers happy or what displeases and irritates them.
A study of the University of Calefornia found 27 categories of human emotions in videos. Some of these, such as confusion, fear, interest, joy, sadness and satisfaction are interesting when it comes to customer contact. Six basic emotions include universal facial expressions; joy, sadness, anger, fear, surprise and disgust. But how can this be measured in a telephone customer contact? Or in a chat with a contact center employee? And emotion detection is no analysis.
The customer will express his or her emotions in the telephone conversation or in the chat. The choice of words quickly shows how a customer experiences something. We can measure this with interaction analytics. The automatic sentiment analysis measures the sentiment of all customer interactions.
Bumicom's interaction analytics solution includes automatic sentiment analysis. Sentiment is automatically measured for every customer interaction, telephone conversation. The average sentiment is calculated per customer interaction. Understand the sentiment and understand why it is neutral, positive or negative. But also if there any sentiment transitions in the interaction. Is it from neutral to positive, positive to negative. What is the cause of the transition, what can we learn from it?
Contact us for more information or a demo.
