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What is Customer Experience (CX) Intelligence?

Julkaisupäivä: Oct 31, 2024
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Customer Experience Intelligence helps service teams improve customer satisfaction with real-time customer sentiment insights at the contact and account level. Customer Experience Intelligence uses Salesforce platform AI (LLM and NLP) to extract customer sentiment across customer feedback surveys and service interactions including cases, chat, and voice calls. This helps service leaders understand how certain topics, keyphrases, products, service locations, and service reps impact a customer’s emotions when engaging with their brand. Customer Experience Intelligence also delivers leaders insights into CSAT and NPS trends from feedback surveys. Service reps are empowered with customer sentiment insights in the Service Console to personalize their approach in a way that boosts customer satisfaction. Finally, service leaders and reps can turn to Agentforce for assistance on summarizing sentiment data, surfacing similar closed cases, drafting a response summary, or generating an email template to take action on next steps.
Knowledge-artikkelin numero

000372810

 
Ladataan
Salesforce Help | Article