Improve the customer experience with machine learning

Customer satisfaction is the bread and butter of every customer service team. We all want to make our customers happy, and satisfaction becomes both the reason we show up to work and barometer by which we measure our success. Every interaction offers a business the chance to leave a customer feeling good, helping to build a relationship for the longer term. Yet some customer interactions have a mercurial quality and end up in a different place than they began. If you knew what direction customer interactions were heading, you’d be better-equipped to handle them successfully, able to deploy specific tools and resources to ensure a positive outcome. In a recent report, Aphrodite Brinsmead, Ovum’s Principal Analyst, Customer Engagement, notes that while companies employ many different metrics to gauge customer satisfaction—from…


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