Contact centers are for many companies the most important channel for customer communication, but the results are often measured quantitatively, such as in number of calls, time on hold, call length, solution frequency, etc. Many companies have limited knowledge of what is actually conveyed in the calls, even whether this is typically much more critical to company success than quantitative call statistics.
This is changing. Companies have started using context and sentiment analysis for text based channels like chatbots and social media. The analysis is used to identify the cause of contact, customer problems, product improvements, trends that can, for example, give early warnings about customer dissatisfaction, etc. This type of analysis illustrates the valuable information that can be obtained by analyzing customer interactions. This is changing. Companies have started using context and sentiment analysis for text based channels like chatbots and social media. The analysis is used to identify the cause of contact,