As we wrap up this year, there’s one thing that would be hard not to mention – that’s genAI, of course. These are exciting times with huge potential for innovation in CX!
For our 2024 year in review, we’re doing something a little different. Before we look forward to the future, we wanted to first look back at the conversations we had with CX professionals this year.
Those who shared their experience with us have primarily used genAI through the chat interfaces of models like ChatGPT and Gemini. We wanted to share some of their insights here as we felt that this could benefit you. Let’s dive in!
Many businesses have recognized the potential of genAI and decided to experiment with it for their customer experience tasks. To facilitate this exploration and drive innovation, these businesses offered CX experts access to powerful chatbots like ChatGPT and Gemini.
These chatbots allowed CX experts to tap into the capabilities of genAI, enabling them to gain insights from customer feedback, identify recurring issues, and enhance their reporting.
However, this journey towards genAI adoption in customer experience hasn’t been without its hurdles. CX professionals have encountered several challenges, particularly in areas like prompt engineering, report generation, and data preparation.
Perhaps the feedback we heard the most from CX professionals was how difficult it is to write prompts that consistently generate the same expected output structure.
Even among those who were happy with the quality of the insights from genAI chatbots, creating reports became a challenge that required a lot of manual work to combine charts and statistics and add their own comments and recommendations.
Another significant issue we heard was about data preparation, often in the case of support tickets where there was a need to detect the most recurring issues among thousands of pieces of feedback.
In this case, chatbots like ChatGPT and Gemini were able to successfully provide a sorted list of issues. What was more challenging was getting a sense of how many times those issues were reported. This kind of reporting is important for people like contact center managers, who measure the extent of issues in order to organize priorities among their teams.
These experiences suggest that despite the power of genAI chatbots, CX professionals need to invest substantial time and effort to recreate the reporting they used to have in other feedback analytics platforms.
Overall, the feeling that we’ve heard is that using genAI on its own – through its respective chat interfaces – is not enough to provide the level of reporting needed to monitor and understand trends over time.
At Keatext, we felt these pain points too. That’s why we continued to integrate genAI into our platform to give you the best of both worlds: powerful insights combined with outstanding automation and reporting.
Since March 2023, we’ve been leveraging genAI in Keatext to deliver the most advanced insights and strengthen your reporting. This year, we worked to:
- Enrich the insights Keatext generates to extend the types of insight you can analyze, going beyond sentiment analysis to enable you to reorganize insights for your reporting
- Expand conversational analytics into both customer and agent interactions and bring in more data sources like post-call surveys to understand the entire customer-agent relationship
- Add more connectivity to help you seamlessly integrate with your platform of choice including Alchemer and our new partner QuestionPro
Last December, we also ran a survey about what you would like to see next in the platform. Over half of respondents reported that you wanted to see a chatbot for insight queries. You asked, and we delivered!
Data enrichment in Keatext allows you to address specific insight queries in your reporting:
- Report beyond sentiment by reorganizing insights according to dimensions such as customer journey stages
- Never miss new issues so you can proactively resolve them as soon as they come up
- Identify categories automatically without the time-consuming work of reading customer inquiries
This capability enables you to unify insights across channels. A great example is bringing call transcripts to explain post-call NPS survey results, altogether providing a more comprehensive analysis of your customer journey.
In other exciting news this year, Keatext has partnered with two companies leading innovation in the CX space, QuestionPro and CallMiner, to deliver conversational analytics.
QuestionPro chose Keatext to unify insights across call transcripts and post-call surveys. The partnership will enable QuestionPro customers to unlock deeper insights into the customer journey.
With CallMiner, Keatext joins the new CallMiner App Marketplace as a solution to leverage customers’ existing CallMiner data and generate impactful customer experience recommendations.
These companies join our existing partnership with CustomerCount, a feedback management platform to which Keatext adds a layer of advanced text analytics to monitor and improve brand reputation.
Keatext’s partnerships represent the evolving impact of conversational analytics and unified CX insights. As more businesses look to the possibilities of genAI, Keatext plans to stay ahead of the curve, delivering advanced analytics that contribute to real business outcomes.