5 best CX platforms and how they use AI sentiment analysis

 Every CX platform aims to create a positive experience for customers. Understanding customer sentiment gives insight into how they feel about a brand. This data can then be used to improve the brand or product so that it aligns with whatever the customer wants. There might be millions of conversations about a brand that happen online. It can be impossible to track all of this manually. A CX platform can decode every message to get a better understanding of how the customer feels. 

What is AI sentiment analysis?

Sentiment analysis is the process of analyzing context, tone, and sarcasm in what is being said to understand how a customer feels about a brand. This data is collected from social media, forums, reviews, etc. The sentiment analysis is done over multiple platforms and languages so that brands can get an accurate understanding of their brand.  

How does AI sentiment analysis help a business?

AI sentiment analysis helps businesses understand how customers feel about their brand, services, and products by looking at data from social media, reviews, forums, surveys, etc. 

  • Trains agents to improve the quality of response and speed.

  • Perform market research after analyzing customer response to a product or service.

  • Listen to customer feedback to improve loyalty and trust.

  • Detect dissatisfaction and respond to ensure a better customer experience. 

Criteria for choosing the right platform to leverage AI sentiment analysis

  1. Ease of use 

The interface of the platform should be easy to use, even if the person does not have deep technical expertise. This makes it more accessible for everyone to use. 

  1. Customization and scalability

Every business has different goals. This platform allows good customization for dashboards and reports so that it can be used to maximize growth and scalability.

  1. Integration capabilities

A strong CX platform should integrate seamlessly with the existing CRM systems, helpdesks, or marketing automation software. This helps view customer sentiment in one platform.

  1. Actionable insights and automation

Whenever sentiment is identified, the platform creates tickets and recommends appropriate responses for them. This can help a brand take better steps to ensure positive customer emotions. 

  1. Real-time monitoring and alerts

Tracking sentiment with real-time monitoring and alerts helps respond to problems as they surface. This can lead to a better brand reputation, as it helps curb the spread of negative emotions. 

  1. Multichannel and multilingual support

It is important for a CX platform to analyze multiple languages across platforms so that it captures every voice. Customer opinions vary across channels, so finding a platform that combines all the data is very important. 


Here are some of the best CX platforms for sentiment analysis;

  1. Locobuzz

Locobuzz is a powerful CX platform that combines analytics, automation, customer care, and social listening into one platform. This helps the brand get more accurate insights into what affects brand reputation. 

  • Understand the emotion behind what is being said rather than simply classifying it as positive or negative. 

  • Escalates high-priority tickets after tracking sentiment to identify significant issues. 

  • View sentiment across platforms in one unified dashboard. 

  1. Konnect Insights

Konnect Insights is great for social listening; it does a lot more and gives teams a concise and unified platform to handle their CX needs. 

  • Informative dashboards translate sentiment into business actions.

  • Custom alerting and real-time alerts

  • Shows how sentiment shifts with campaign activity and how it leads to a potential PR impact.

  1. Sprinklr

Sprinklr analyzes sentiment across many channels. This helps businesses make smarter decisions to understand the emotion behind what is being said. 

  • Detects emotions in what is being said.

  • Flag urgent tickets so they can be solved quickly. 

  • Understands what makes sentiment dip and how to identify root causes.


  1. Hootsuite

One of Hootsuite's strengths is social media management. However, the sentiment analysis is also very good, and it can do more than scheduling and posting content.

  • Strong AI sentiment analysis to track and measure brand health over time.

  • Identifies negative sentiment in conversation and alerts teams so they can respond quickly.

  • Tracks emotional reactions across campaigns to make better marketing decisions.


  1. Brandwatch

Brandwatch analyzes conversations across forums, blogs, and social media by using powerful AI sentiment analysis.

  • Compares sentiment across brands to understand reputation and share of voice.

  • Compare sentiment across brands to better understand relative reputation and share of voice.

  • Recognizes emotional shifts that are used to optimize brand strategy. 

Conclusion

CX platforms today go beyond collecting feedback. They interpret data to uncover insights, interpret emotions, and help businesses make decisions to enhance customer satisfaction. Choosing the right CX platform with AI sentiment analysis can help brands build stronger relationships and deliver more meaningful customer experiences. Emotions today drive loyalty, and leveraging AI to listen to customers is no longer optional, but it is necessary. 

You can track trends and brand perception to measure how marketing or service initiatives impact customer sentiment over time. Find out more such platforms by checking out the link here.

FAQs

  1. How do CX platforms collect data for sentiment analysis?

Most CX platforms gather data from multiple sources like social media, online reviews, and surveys. The tone, language, and context are then determined to analyze customer sentiment trends.

  1. Can AI sentiment analysis detect sarcasm or complex emotions?

Yes, the modern AI models can detect context, slang, and other complex emotions. 

  1. Is AI sentiment analysis a replacement for human customer service teams?

AI sentiment analysis is not a replacement for human customer service, but rather it is a tool that helps people and agents with better and more empathetic communication.

  1. How often should a business monitor customer sentiment?

When there is a major product or campaign launch, daily monitoring is useful. At other times, weekly or monthly reviews are useful because they help track long-term sentiment trends.

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