Presented at Activate Customer Service 2021. Users today expect fast, reliable, and personalized customer service experiences from the companies they choose to interact with. To surface the customer experience users crave, start by analyzing and understanding user interaction data, or signals. These signals contain powerful insight into what information is most relevant to users, how and where users expect to find it, and the language customers are using to signify their intent. Taking clues from this data, one can then start to make targeted, data-led improvements to both agent-assisted and non-assisted support with the overall goal of increasing customer satisfaction and improving key business metrics.
Jill Rosow, Lucidworks Data Scientist
Jill Rosow: In progress