Sentiment Analysis in Customer Interactions: Using AI-Powered Sentiment Analysis in Salesforce Service Cloud to Improve Customer Satisfaction
DOI:
https://doi.org/10.63282/3050-9262.IJAIDSML-V4I3P104Keywords:
sentiment analysis, customer interactions, AI in customer service, Salesforce Service Cloud, natural language processing (NLP), customer satisfaction, machine learning, predictive analytics, chatbots, customer experience, service automation, contact center optimization, text analytics, voice of the customer, emotional intelligence in AIAbstract
The interactions with its clients define the development and reputation of every organization. Knowing client emotions be it satisfaction, annoyance, or uncertainty has always been essential; but, the massive amount of digital communications nowadays makes hand-based analysis practically impossible. Here artificial intelligence driven sentiment analysis finds use. Using natural language processing (NLP) and machine learning, sentiment analysis helps businesses to independently identify emotions and points of view in consumer interactions, therefore enabling faster and more efficient responses. Sensing important events, enhancing agent performance, and customizing solutions depending on client attitude helps this technology change customer service. Salesforce Service Cloud is a highly sophisticated solution using artificial intelligence powered sentiment analysis to increase customer help effectiveness. Companies may prioritize events, categorize queries depending on sentiment, and instantaneously provide tailored replies by means of integrated automation. From this follow more customer delight, more efficiency, and more informed decision-making. Emphasizing how Salesforce supports Cloud by intelligent automation, this study looks at how sentiment analysis driven by artificial intelligence might affect customer service. Main results suggest that artificial intelligence sentiment analysis faster responses, lowers escalations, and raises general customer contentment, hence improving sentiment analysis. These realizations could enable businesses to strengthen bonds, boost brand loyalty, and simplify service operations. Ultimately, artificial intelligence-driven sentiment analysis is not only a fad but also a changing instrument in contemporary customer service that helps businesses to adopt a proactive strategy and truly pay attention to remarks from their clients
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