Forum Discussion

Katie_P's avatar
Katie_P
GoTo Contributor
6 months ago

‌🤖 Your AI Wish List: What’s Your #1 Must-Have? ‌🤖

Hey GoTo Resolve Community!   AI is such a hot topic these days, but we know it still has a long way to go to meet our real needs.   🤔 What's the ONE thing you wish AI could do to make your ...
ragiven's avatar
ragiven
Active Contributor

AI sentiment analysis of all calls answered in our queues. This would help us better understand what customers are asking and what and how agents are answering. Currently we rely on monitoring calls but these are only snapshots and take alot of time to do at scale. We also have agents classify the call reasons but these are too rigid to capture what's happening.

GoToMKT's avatar
GoToMKT
New Member
4 months ago

Hi ragiven!

 

This is a very timely request as we launched Sentiment & Topic Detection  in March as part of our AI Optimization offering for Contact Center! 

 

With this feature, you're able to see aggregated views of all sentiments and topics, access interactive charts and filtering, and gain the ability to do a deeper analysis for every call.

 

The key benefits of Sentiment & Topic Detection include being able to:

  • Analyze why customers are calling in and how they feel to uncover systemic trends that can be acted upon to improve customer experiences
  • Identify and resolve critical pain points for customers to improve CSAT

     

    More information and our data sheet can be found here: https://www.goto.com/connect/customer-experience-platform/ai-features

     

    Please let us know if you have any questions!

  • ragiven's avatar
    ragiven
    Active Contributor
    4 months ago

    Thanks for your reply. Is this an additional service I have to sign up for with GoTo Connect - and not currently available in settings that can just be configured?

  • ragiven's avatar
    ragiven
    Active Contributor
    4 months ago

    Thank you. I have contacted sales to discuss this add-on.