In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

Tracking and analyzing sentiments has emerged on the scene alongside countless other automation processes in the last decade. Sentiment analysis has been popular with social media and discovering how ...

Expectations are high when it comes to customer service and experience. That’s why brands are turning to automated sentiment analysis for help. Automated sentiment analysis can provide actionable ...

Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering ...