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030: How the future of measuring success in the contact center requires AI
Manage episode 414582058 series 3533896
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.
Follow PolyAI on LinkedIn
Watch this and other episodes of the Deep Learning pod on YouTube
45 episodes
Manage episode 414582058 series 3533896
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.
Follow PolyAI on LinkedIn
Watch this and other episodes of the Deep Learning pod on YouTube
45 episodes
All episodes
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