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 is the scanning of words written or spoken by a person to determine the emotions they’re most likely feeling at the time. If the person spoke verbally, sentiment analysis technology ...

AI tools can make call center sentiment analysis faster and more affordable. Discover how to use large language models to uncover customer insights at scale. Can ChatGPT reliably perform call center ...