In a previous blog post, I discussed using AI in the call center with virtual assistance. In this post, I want to go further to dissect the various pieces, components and decisions that need to be made to roll out a successful chatbot solution.
Those who remember the “New Coke” debut in 1985 will understand just how useful sentiment analysis can be when a brand is considering a major change, such as introducing a new product. If the Coca-Cola Company had this tool back then, it might have determined that New Coke wasn’t such a wise move.
Today, companies have the benefit of data analysis to measure customer perception. That data comes in many forms, from social media chatter to formal instruments such as surveys. But sentiment analysis, a discipline of machine learning, is what makes that data so useful.
Sentiment analysis uses natural language processing to apply an algorithm to data sets. By searching for keywords or other markers, it reveals insights that organizations can incorporate into future planning. In essence, it delivers a baseline analysis for whatever an organization wants to measure and then helps to guide future decision-making or the implementation of necessary course corrections.
When IT tools work perfectly, everyone is happy. But as anyone who’s ever had a problem with their cellphone service or cable bill knows, the true test of a company’s customer service is what happens when things go sideways. If something stops working, business and IT leaders need to know that they’ll be able to get their environments back up and running again as quickly (and painlessly) as possible.
That’s why we offer CDW Technology Support services, a value-added warranty support program. Clients who purchase the service receive access to highly experienced CDW engineers who can handle their hardware and software support needs, provide personalized service and quick response times, and deliver onsite support for hardware replacements.
Here are four ways that CDW Technology Support is already making life easier for business and IT leaders.
Video collaboration in the customer engagement center (or contact center) makes sense for many of the same reasons the technology makes sense in other settings: When customers can see a human being on the other end of their conversations, they feel a human connection. When customer service representatives or sales staffers can see the people…
Every year on Black Friday (the post-Thanksgiving shopping day that ushers in the Christmas buying season), millions of people wake up at 3 a.m. and drive to malls and big-box stores. For hours, they stand outside in the dark and the cold, hoping to score incredible deals. But they’re not really there to save money….
Banks and other financial institutions collect a significant amount of data about their customers. Often, a customer will have checking and savings accounts with the same bank, as well as debit and credit cards and perhaps even a mortgage or a car loan. The customer may also use the bank’s website and mobile app. With…
