Artificial intelligence

Semantic AI is a capability of artificial intelligence that uses natural language processing and machine learning techniques to identify and classify emotions and expressions conveyed in text. Eloquant’s semantic AI uses the written transcription of verbatims and customer conversations to assess whether the content is positive, negative, or neutral.

The use of emotional AI in your contact centre enables the evaluation and better analysis of the tone of interactions with customers across synchronous or asynchronous channels. This contributes to a better understanding of the emotions expressed by customers and allows agents to provide more tailored responses.

Prescriptive Artificial Intelligence suggests operational action plans based on customer sources of delight (what they found positive) and customer pain points (what they found negative). These action plans can include, for example, the priority areas to address in order to improve the customer experience.

Artificial Intelligence has a significant advantage: it can process very large volumes of data, particularly text, while providing an in-depth analysis of every word or expression. Analysing and managing large amounts of customer data is time-consuming. AI, on the other hand, is faster and more efficient than a human, providing detailed analysis in real time.