Current Situation
The process of determining emotions during interaction with specific services or company brand; this is achieved via NLP to determine the mood of the customer
Goals and Objectives
Negative customer attitudes that can lead to exponential brand damage via word of mouth or social media and, likewise, positive customer sentiment can provide revenues and profits via higher consumption and subscribers
Technology Deployed
Leverage AI/ML algorithms to determine negative, positive, or neutral emotions during a call; escalate chatbot interaction to live agent or create knowledge database to influence company strategy
Use Case Summary
Escalating chatbot interaction to live agent or create knowledge database to influence company strategy