31 Aug

Warwick Analytics in the Press: Customer Service Manager

Check out the latest issue of Customer Service Manager in which Warwick Analytics talks about ‘The Missing Sentiment Analysis from Contact Centre Data’.

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis

Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data. In theory, Sentiment Analysis categorises opinions expressed in a piece of text just as a human might.

However, as the volume and complexity of customer data grows, growing issues with Sentiment Analysis are providing flawed information and preventing companies from getting the full picture from their data. Key customer feedback that could drive positive business change is being missed.

Read the full article here.

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