The emotional analysis uses machines to understand language, sentiments, opinions, and attitudes expressed by customers in various types of interactions. For contact centers, the emotional analysis provides important insights into what customers on the other end of the phone actually feel about a particular product, service, company, or customer service. A powerful performance indicator, emotional analysis can provide concrete data regarding customer behavior–information that is typically objective and difficult to measure accurately. Emotional analysis can help contact centers understand their customers on a deep level in order to provide personalized customer service options.
The emotional analysis provides:
- Language understanding for chats, voice calls, service calls, emails, and more
- Measurable data for customer sentiments (attitudes, emotions, opinions, etc.)
- Performance indicators for call center agents, products, and services
- An understanding of how a customer’s emotions are related to specific issues
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.