On No Jitter this week, Mila D’Antonio, principal analyst with Omdia, looked at how AI and automation in the contact center will drive CX toward more effective ways of personalizing and improving the customer experience. The most striking data was from an Omdia survey that showed enterprises’ deployment plans for some key AI-powered capabilities including:
- Caller intent
- Sentiment analysis
- Social listening
- Survey and review analytics
More than 50% of enterprises surveyed had already deployed these functions, and 90% expect to have deployed these functions within 18 months. As D’Antonio points out, this is important because, “By leveraging insights derived from customer sentiment analysis, employees can develop stronger empathy, better interpersonal skills, and a deeper understanding of customer emotions, ultimately leading to improved customer interactions and relationships.”
