Welcome to our round-up of the top news in the CX space over the last seven days.
AWS Launches New Sentiment Analysis Features for Amazon Connect
Amazon Web Services (AWS) has expanded its Lex conversational AI platform – embedded into Amzaon Connect – to include sentiment analysis.
Having only incorporated conversational AI into its CCaaS platform a matter of weeks ago, AWS is quickly advancing the sophistication of its offering.
Now, the solution offers a sentiment score for every customer response to a chatbot. Based on this, designers can tweak the language and tone of the bot to fit the customer’s mood better.
Forsta Launches an App to Capture Customer Feedback
Forsta has released a smartphone app, which companies can harness to build customer communities and gain qualitative insights at scale.
Available on iOS and Android devices, the app functions almost like a mini social media platform, providing a space for polls, on-the-go focus groups, and various other crowdsourcing initiatives.
The capacity for uploading videos and photos adds to this, giving color to customer feedback.