6. Predictive analytics
AI-driven predictive analytics generates exceptional insights into customers’ future behavior. Machine learning algorithms, paired with statistical techniques, make assumptions from historical transactions. Any potential threat can be identified in a customer's journey from the past buying patterns or anomaly detection techniques. In this way, organizations can act on information ahead of time. Further, huge amounts of call center data, such as average call handle time, ticket volume etc. provide insight into agents' performance trends. Strategies like staffing, training, and system performance enhancement are outcomes of those analytics. Sentiment analysis process, on the other hand, delivers insights whether the customer's opinion reflects positive, negative or neutral sentiments. By understanding natural language, this technology identifies and scores words, phrases indicating sentiments.