VOICE OF THE CUSTOMER - KEY TAKEAWAY

Unstructured data that comes from customer channels such as social media, email, online forums, call centers, and chatbots holds significant insight that can help us better understand our customer base.
Our textual customer data streaming in from our digital channels may come in large volumes and in different formats, AI and NLP allows us to make sense of this complex form of data and rapidly respond to our customers.
By understanding what our customers are saying and how they are saying it, we have the possibility to automate some of our customer interactions, save time that would have been spent on routine tasks, and improve customer experience overall.