Sentiment Analysis: Catching Feelings

Participate in a discussion-driven breakdown of one of the contact centers' most hyped new tools, to determine if this is something that could benefit your contact center and what steps you can take to get closer to that future you imagine.

- 11:00 AM

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Sentiment Analysis tools are software systems that analyze and interpret human emotions, opinions, and attitudes using natural language processing and machine learning techniques. In the contact center environment, Sentiment Analysis tools are employed to automatically monitor and evaluate customer interactions, in real-time or post-interaction. By analyzing the sentiment of customer messages, these tools enable organizations to gauge customer satisfaction levels, identify potential issues or trends, improve service quality, and make data-driven decisions to enhance customer experiences in ways not possible at this scale by humans.

How could this tool help my organization? How do they integrate with tools I'm currently using? What do I need, to prepare my organization to successfully leverage these tools? What are some of the concerns about these tools? We'll discuss all of these and many more facets of this horizonal topic.

Come join us to hear and learn from the experiences of others, and share the experiences and thoughts you have on the topic. Starting with an aligned vision of what Sentiment Analysis tools are and some common values therein, we will then use a combination of small group discussion and large group idea sharing to create actionable steps we can take back to our own organizations to get one step closer to our unique goals.

Who Should Attend?: Participation in this Special Interest Group is encouraged for any contact center practitioners within our member organizations who are comfortable wading through the ambiguity of what could be to have the best chance of being prepared for it. All participants are required to register. To learn more about this SIG please contact Matthew Cone.

Agenda Items

9:00 AM Intro and Purpose
9:05 AM Meet your Fellow Futurists!
9:20 AM Defining the Topic
9:35 AM Discussion Progression - Sentiment Analysis
10:15 AM Bringing our Ideas Together
10:30 AM Let's Take Action!
10:55 AM What's Next
11:00 AM Adjourn

Additional Information

Location: Customer Service Community Hub
Contact: Events Team,