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How to create a winning recruitment strategy

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Sentiment in Customer and Agent Interactions

Sentiment is a machine learning (AI) model trained with a large, comprehensive CX dataset to measure whether a customer interaction is positive, negative, or neutral on a relational scale.

It can be used to:

  • understand call volume and trends
  • measure agent performance
  • identify process or product issues
  • provide live guidance to agents during
  • conversations with customers

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