Semantic Building Blocks for Measuring Ambiguous Behaviors & Customer Sentiment

November 4, 2016

Pulkit Jain - Encore Capital

Pulkit Jain

Deputy Manager of Business Information Analytics

Scott Kendrick

Scott Kendrick

Vice President, Marketing

Shawn Feaser

Shawn Feaser

Manager of Business Interaction Analytics

9:30 AM  -  10:30 AM
Sand Salons
Interaction Fundamentals - Analyst

This session will cover the use of interactive analytics, and specifically semantic building blocks to measure ambiguous behaviors and customer sentiment. Understand the degree or level of agent behaviors such as empathy, politeness, professionalism, courtesy, consumer compliments. Did the agent respond in a way that was expected, was the response halfhearted or genuine? Measure the customer’s feeling towards product, promotions or features by building a sentiment model.

Session Category :  Analyst Sessions  Interaction Analytics Fundamentals