Semantic Technology Applied to Customer Service Monitoring

July 21, 2011 / Melody Smith / Comments Off on Semantic Technology Applied to Customer Service Monitoring

Expert System S.p.A., based in Modena, Italy, has developed a solution to improve customer service, combining semantic analysis of sentiment and customer satisfaction monitoring with advanced natural language customer interaction features.

It is no secret that customer satisfaction is fundamental. Customer opinions on the quality of service provide the feedback needed to anticipate future service levels. Integrating natural language interpretation and semantic analysis of sentiment features into customer service functions makes it possible to more effectively measure customer satisfaction.

MarketWire brought this news to our attention in their article, “Semantic Intelligence Comes to the Bank: Sentiment Analysis for Monitoring Customer Satisfaction.”

I guess this shows that more than good balsamic vinegar comes from Modena.

Melody K. Smith

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Melody Smith

Melody K. Smith has provided organizational, social media and digital communication services to a large non-profit for the past twenty years. Prior to that she championed employee engagement and communications in the healthcare field. She holds a Bachelors degree in Marketing. When not wrangling and writing TaxoDiary content for your reading pleasure, Melody writes fiction, rescues dogs and throws legendary dinner parties.