Sentiment Analysis: Three Powerful Use Cases for Customer Service Bots

Human communication is more than an exchange of data. It includes the expression of feelings, well beyond simple semantics. This power to connect with others through emotions is deeply rooted in our language instinct. Most people, even when they know they are interacting with a Conversational AI, will express feelings almost as if they were facing a human counterpart. The more natural an AI-powered conversation flows, the more likely it will be that emotions become an essential aspect of the interaction – on both positive and negative ends of the spectrum.

A bot that "sticks to the script", responding to a distressed customer with pre-defined answers, can easily be perceived as ignorant and inconsiderate.

A Virtual Agent with the capabilities to detect the emotional tone behind the words can provide more human-like responses. It can steer the conversation in the right direction, let a human agent takeover, or even capitalize on customer happiness. The result: conversational experiences that feel more natural than ever.

Watch the video below to see how you can leverage the power of sentiment analysis with Cognigy.AI to create a natural and engaging customer experience.

Sebastian Glock is Director of Product Marketing at Cognigy where he acts as a mediator between technology & business. He has advised top-tier companies in Europe and North America in digital projects and is a seasoned speaker at international conferences and events.