CUSTOMER ENGAGEMENT SENTIMENT TRACKING SYSTEM (CESTS)

CUSTOMER ENGAGEMENT SENTIMENT TRACKING SYSTEM (CESTS ) Introduction In the current competitive scenario, excellent customer service is not any option, but rather a need of the hour. The conventional forms of feedback like post-call surveys and IVR-based ratings cannot provide the exact essence of customer sentiment. To address such deficiencies, we have proposed the Customer Engagement Sentiment Tracking System or CESTS, which is an in-time system that will further enhance the quality of the interaction between the customer and the agent by engaging advanced AI technologies. The Problem with Existing Feedback Systems CESTS is a system created with the aid of artificial intelligence, which takes into consideration voice, language comprehension, and pattern matching for the provision of customer sentiment analysis. Below is the procedure: Call Recording and Transcription: The device records a user 's speech and the corresponding text is generated through the speech recognition. Senti...