41% specialists rank AI sentiment analysis as the top CX solution

Sentiment cognition and analysis is the most popular AI use case in customer service, with 41% of industry professionals agreeing. This technology enables organisations to assess client emotions in real time, allowing agents to respond more personally and empathetically, according to the Kapture CX survey.

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According to the Kapture CX survey, sentimental cognition and analysis is the most popular AI use case in customer service, with 41% of industry professionals agreeing. As customer expectations for personalised, rapid, and efficient service continue to rise, artificial intelligence (AI) has emerged as a critical tool for organisations seeking to improve the customer experience.

In this backdrop, a recent poll conducted by Kapture CX, an AI-powered customer experience platform, shows significant insights into how contact centres use AI to optimise operations and improve service delivery.

By detecting sentiment during discussions, businesses can ensure that their consumers feel heard and understood, increasing customer happiness. Kapture CX’s real-time sentiment analysis technologies enable agents to customise their interactions based on client emotions, resulting in a more “human” support experience.

According to Sheshgiri Kamath, co-founder and CEO, Kapture CX, “The growing adoption of AI in customer experience is driven by the need for personalisation and efficiency at scale. AI is helping businesses transform their operations, meet rising customer expectations, and deliver exceptional CX. This is just the beginning – AI will continue to shape the future of customer experience.”