Given that 80% of business information is mostly unstructured textual data, this form of intelligent automation has become crucial for the modern enterprise to attract, engage and satisfy customers while staying ahead of the competition.
Customer communication data can be digested at scale and analysed to find data-driven insights for customer service teams to outperform their KPIs.
Automate and prioritize ticket routing to the appropriate representative based on the customer, problem and urgency of the ticket contents
Intent recognition and Spoken Language Understanding services for detecting user intents (e.g. “buy”, “sell”, etc) from short utterances can help to guide traders in deciding what to trade, how much and how quickly.
person tweets that they are interested in a certain product or service, text analytics can discover this & feed this info to a sales rep who can then pursue this prospect and convert them into a customer.
Mining news and blog articles, forum postings and other sources could help to evaluate potential hires.
Text Analysis can be used here to build tools that can summarize multiple properties in 2–3 word phrases. Understanding CX based on factors valuable to improve products, and services.