In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering ...

Better customer retention. By identifying dissatisfaction early, sentiment analysis aids proactive interventions, which helps to reduce churn and improve loyalty. Transformative business insights.

Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

Social networks have become one of the most significant sources of diverse information that is hard to quantify numerically. Millions of people discuss stock prices daily, despite not being directly ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Seven years ago, Scott Stephenson was working as a postdoctoral ...