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How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit - CTO

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

4 more artificial intelligence concepts you need to know to deliver improved CX

Published on: March 24, 2017
Author: Pascal Gauvrit - CTO

So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience

4 artificial intelligence concepts you need to know if you work in customer experience

Published on: March 22, 2017
Author: Pascal Gauvrit - CTO

Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know