Published on 18|2|2020 by Lucie Kolářová & David Radosta
Customer experience in 2020: Enter artificial intelligence. AI helps companies to get rid of stupid, robotic work and use the workforce to create value for the customer. This is exactly the mission of SentiSquare - to analyze and understand text, to process 100% of clients’ incoming communication and thus increase their customer satisfaction.
Customers are becoming more and more demanding. They require services quickly, they expect companies to be able to identify and know their needs and to offer them personalized goods or services. To do this, you need to have your data perfectly processed and analyzed. At SentiSquare, we focus on text data, i.e. everything that is text or can be converted to text - call transcripts from call centers, SMS messages, customer feedback, e-mails, e-mail attachments, ...
“The company learns the most about the wishes of its customers through open-ended questions. But when it comes to a network of stores and has to ask half a million people in a detailed questionnaire, questions such as "What should we do to make your purchase with us more pleasant next time?" or "Is there anything you'd change in our store?" you would have to read millions of sentences. It means hiring a special team of people for such task who monitor and evaluate the feedback. And that means big extra costs.
That is why artificial intelligence comes on the scene to perform this task. One of the innovative companies that provide this service is the Pilsen technology company SentiSquare. SentiSquare uses artificial intelligence to analyze texts created by customers. ” – Hospodářské noviny, 18.2.2020
You can read the whole article about SentiSquare artificial intelligence and how specifically it improves the customer experience in several large companies here.
SentiSquare is a technology company that deals with customer-generated text analysis. As one of the few companies uses artificial intelligence based on principles of distribution semantics, which provides many competitive advantages, such as language independence. The company was founded in 2014 as a spin-off by team of researchers at the Faculty of Applied Sciences of the University of West Bohemia in Pilsen. SentiSquare currently supplies technology to the contact centers of large companies such as T-Mobile, E.ON or Albert.
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