Sentiment analysis (SA) of several user evaluations on e-commerce platforms can be used to increase customer happiness. This method automatically extracts and identifies subjective data from product ...

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 ...

In recent years, the growing prevalence of social media sites and online medical forums has resulted in a previously unprecedented amount of patient-contributed review information. This invaluable ...

The contact centre landscape is undergoing a profound transformation. Traditional metrics of success – once defined by the volume of calls handled or the speed of resolution – are rapidly giving way ...