Artificial Intelligence has revolutionized the way businesses used to improve their products/services. Before AI, the only way to improve products/services was to record customer calls and conversations with call agents; and then re-evaluating them to find out the root problems.
However, AI has now brought NLP to the business world. NLP means Neuro-Linguistic Programming, which includes putting customer feedback into the machine learning algorithm; which in turn, breaks down the whole data to find out the true intentions of your customers behind their feedback. This thing is far more significant than just the star ratings, as it gives you a more in-depth view of the real customer concerns.
It won’t be wrong to call NLP a wonder contrivance, as it has opened up a whole new world for the customer feedback industry. If we were to summarize the usage of AI in the field of customer feedback analysis in three points, it would be these;
1. Detailed text analysis
When you insert your customer feedback data into an NLP system; it breaks down the feedback text into multiple parts in order to extract the true meaning from it. Text analysis of feedback via AI can provide you with a unique blend of qualitative and quantitative analysis; which can further be used to classify common customer problems.
Well-Programmed text analysis can provide you with;
- The total word count in data.
- The correlation between different words.
- The positive or negative sentiments associated with those words.
2. Accurate problem classification
AI is mostly recognized for its ability to detect patterns in a data set. Likewise, once the NLP breaks down the whole text into meaningful parts, it now groups the different problems into similar classes. Not only that, but it can also allocate priorities to different problems by assessing the intensity of user sentiments.
In addition to that, AI also allows automatic ticket allocation for the solution of these problems. However, it is up to you that either you want it to solve the problem itself (if possible) or to pass it to the human agent for further operations.
3. Immediate trend identification
While AI is super helpful it letting you know about the problems that your customers are facing; it also helps you in maintaining the consistency of your system. It can stream through the frequencies of each group of problems over a specific set of days or weeks; then notify you whenever a particular issue seems to be trending.
This thing can help you identify the anomalies in your production system so that you may know which product/feature needs your most attention at the moment. In this way, you can find out those loopholes that your team didn’t take into account in the first place.
In the end
The use of AI in the customer feedback industry maybe new right now, but its user count is rising day by day. It’s not long before NLP becomes a thing of the norm in the customer feedback industry. Therefore, it is advisable that you catch on with this marvelous technology and take the many benefits from it. And when the market hits its saturation point, you’ll already be a pro in this tech.
Also, check out our recent post “Email Marketing; It’s More Powerful Than You Think“.