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Hello, Community members.
Today we're proud to announce the release of our new sentiment analysis feature for Genesys Cloud.
The new sentiment analysis feature enables you to understand a customer's attitude during an audio interaction based on the language used during the interaction. Sentiment analysis is performed on the transcript generated from the audio interaction. The knowledge collected as a result of gauging the customer provides valuable data about customer experiences, product and service reputation, and agent's competency.
With this information, you can assess a customer's feelings towards your products, brands, and services. For example, you can use sentiment analysis results to search for a list of interactions with a high negative sentiment score to identify frustrated customer experiences, determine the root cause of the customer's frustration, provide them with the solution they need, and ultimately improve the customer's experience and agent performance.
For more information, check out our Sentiment Analysis article in the Resource Center. And stay tuned for an upcoming video demonstration of sentiment analysis in action.
Feel free to share your questions and comments by replying below.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.