论文信息 - Social Media Cloud Contact Center Using Chatbots

Social Media Cloud Contact Center Using Chatbots

The latest technologies advancement in NLP (Natural Language Processing) solution allows developing innovative tools that enrich customer experience with products and services. Contact Center environments gradually adopted real-time analytics solutions, and latest research is focusing on how to integrate social media channels. Based on the work made in SoMeDi and Speech2Processes projects, we propose an innovative chatbot platform that integrates data mining and sentiment analysis technologies. The aim is to offer insight into customer preferences by using DII (Digital Interaction Intelligence) and assist in mitigating several know issues in Contact Center environments.

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