Jessica Pfeifer, co-founder and Chief Customer Officer at Wootric, spoke at Totango’s Customer Success Summit on March 6, 2018 about how the Customer Experience landscape is evolving and how companies need to adapt to the rapid changes with the help of machine learning. Her talk covers the ways customers are changing, how companies can […]
AI
Automatically Analyze Qualitative Customer Feedback with Auto-tagging
Customer experience professionals live in a world overflowing with data. Sitting on that wealth of information is frustrating when you know it has incredible potential. If you are tracking CX metrics, like NPS or CSAT, the numbers help you quantify customer loyalty and satisfaction. But it’s the customer comments that come with those surveys, all […]
Blended AI will Improve Customer Experience (CX), But Keep It Human
“We believe that in 2018, the use of blended AI will help improve sales outcomes and reduce customer servicing costs. But, there are implications.” – Forrester When it comes to delivering prompt, effective service to customers, human customer support agents have their limitations. For example, for all but the biggest multinational companies, customer service isn’t […]
Adopting AI to Improve CX? 5 Prerequisites for Success
AI-driven applications are hot and getting hotter. Forrester’s 2018 survey respondents who said they are investing in AI increased from 40% in 2016 to 51% in 2017. The McKinsey Global Institute estimates that in comparison with the Industrial Revolution, AI’s disruption of society and business is happening at 300 times the scale and ten times […]
Introducing Wootric CXInsight™: AI-powered Analysis of Qualitative Data
Today we’re thrilled to announce the beta launch of Wootric CXInsight™. This significant expansion of our platform enables companies to input large volumes of qualitative data into Wootric — from any source — for auto-categorization, sentiment analysis and visualization. Get on the list! Sign up for a demo of Wootric CXInsight™ Why did we […]
A Look Under the Hood: AI for CX at Wootric
by Prabhat Jha (@prabhatjha) and Ryan Smith (@rnsmith49) Today we launch early access to our AI-driven product Wootric CXInsight™. This capability is the culmination of many months of focus on applying artificial intelligence — machine learning and natural language processing (NLP) in our case — to customer experience feedback. Our algorithms are now able to […]
