*NEW RESEARCH* More than a Feeling: GenAI and Sentiment Analytics in CX

TechMarketView's More than a Feeling: GenAI and Sentiment Analytics in Customer Experience report is now live for our subscribers.

The advent of the GenAI era will have a profound impact on both the Customer Experience (CX) domain as a whole and the hyper-personalisation of experiences in particular. The latter has placed Sentiment Analytics (SA), which seeks to enable businesses to track and react to the emotional state of customers at each stage of their journey, high on the list of CX GenAI investment priorities.

The latest technological wave promises to not only greatly accelerate the sense and react process, but also drive a step change in the quality and individual relevance of corporate “in the moment” responses to the feelings of each of their customers. Supply-side investment in the development of these capabilities has increased significantly and the opportunity to not only better understand, but also exert greater influence on individual buyer behaviour has also spawned a slew of SA proofs of concept and pilot initiatives.

But is this just another example of GenAI hype-inspired over enthusiasm?

The report is focused on the technology-enabled advances in Sentiment Analytics and assesses if and how they are redefining the art of the possible in the CX area. The analysis contains details of some of the more innovative, real world CX use cases for GenAI-driven Sentiment Analytics and identifies a number of the disruptive tech companies which are leading the charge in this rapidly evolving field.

If you are a subscriber to TechSectorViews, download the More than a Feeling: GenAI and Sentiment Analytics in Customer Experience report today. If you don’t have a subscription and would like to gain access the report and our other research and services please contact Deb Seth. 

Posted by Duncan Aitchison at '08:26' - Tagged: newresearch   AI   CX   genAI