Sentiment analysis is crucial for understanding a customer's state of mind. Ameyo's AI platform reviews chat transcripts and highlight those instances when a customer felt irate or dissatisfied. Contact centers can now dive deeper into how a customer feels about their service. It pinpoints customer's individual expectation, behavior, situation and prepares contact centers to handle customer service intelligently.
Agents are after all humans and at times due to the high volume of tickets are prone to ignore escalations and high stakes tickets. This is no longer an issue, as Ameyo's AI platform automatically identifies customer sentiments and notifies the agent or supervisor to prioritize a ticket. Agents experience is improved and they can service the customers better.
Timely and quick resolution of tickets impacts customer experience in a positive way. The AI platform facilitates customer service teams to organize and prioritize tickets around customer sentiment. It empowers agents to make data-driven decisions. The agents are aware of the customer's state and while resolving the issue are able to deliver positive customer experience.
Prevents Businesses To Lose Customer Due To Slow Service
Increases Customer Retention
Encourages Customer Refferal
Offers Intelligent Suggestions to Agents/Supervisor
Helps Design Smarter Work Plan
Ticket Prioritization Made Easy
Personalized Interaction Each and Every Time
Pleasant Customer Experience
Quick and Fast Resolution
For customer support teams that receive a high volume of tickets daily, prioritization can be quite complex. Critical tickets can get buried or lost under a pile new tickets. Heat Map analyzes and assigns a status to each open ticket, allowing agents to identify critical tickets easily.
Hybrid AI by Ameyo is quick to pick up negative sentiments during an ongoing chat between an agent and the customer. The system instantly notifies the supervisor in case of aggravated or escalated chat. The feature offers agent and supervisor intelligent guidance to ticket handling.
The platform adopts a prediction model to calculate the sentiment of the customer from current and previous chats. Based on that, it assigns a score from 0 to 100, 0 being very negative, 50 being neutral and 100 being very positive. These findings help agents understand customer's state and behavior.
Emotional Analysis highlights the emotional state of a customer at the time of accessing data. This is crucial for understanding customer expectation.
Besides being compatible with Ameyo call center solution, Ameyo's hybrid AI solution can also be integrated with third-party platforms without a glitch.
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