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Introducing World's First Agent Empathy Analysis

  • 1.  Introducing World's First Agent Empathy Analysis

    GENESYS
    Posted 11 days ago

    Understanding Agent Empathy

    This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions.

    Bridging Performance Evaluation Gaps

    No longer will agents be penalized for low customer sentiment. The Agent Empathy Feature allows supervisors to differentiate between challenging situations and lack of empathy. This targeted approach enables personalized coaching and training.

    Elevating Customer Experience

    As technology shapes customer service, embracing innovations like the Agent Empathy Feature is essential. It empowers contact centers to exceed customer expectations and cultivate a culture of empathy-driven excellence.

    Examples:

    Negative Empathy Score, Negative Customer Sentiment:

    Positive Empathy Score, Negative Customer Sentiment, Improving Customer Sentiment Trend:
    For more information, refer to the Resource Center articles below:
    About agent empathy analysis - Genesys Cloud Resource Center
    Understand agent empathy analysis - Genesys Cloud Resource Center

    #SpeechandTextAnalytics

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    Anik Dey
    Genesys - Employees
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