Automatically Capture Vital Customer Insights
Posted: Thu Feb 20, 2025 4:28 am
AI-powered chatbots integrated into your messaging apps can automatically source vital customer data at the start of each interaction. This data gives your support team the valuable context and insights necessary to provide proactive support.
Customer support chatbots can immediately source the following customer data information:
The customer’s physical location (via IP address identification)
The device they are on
The data and time they contacted you
Where the customer was (website, store, app, social media) when they initiated contact with you
Say a customer wants help logging into their account. The chatbot recognizes that they are hong kong mobile database from Mexico and initiates contact in Spanish. It also identifies that the customer is trying to log in via Google’s Chrome browser on an Android smartphone. Based on that data, the chatbot can instantly serve them with a how-to article that explains (in Spanish) how to log in to their account via their browser and mobile device of choice.
Support tools can also use chatbot conversation data to provide sentiment analysis. This reporting indicates whether the underlying sentiment of a conversation is positive, negative, or neutral.
Sentiment analysis offers your support team clear signals and alerts when customers are frustrated in the early stages — before they have started to consider churning. With this data, your support team can proactively work on retaining that customer by trying to better understand where their frustrations stem from and what they can do to improve those experiences.
Customer support chatbots can immediately source the following customer data information:
The customer’s physical location (via IP address identification)
The device they are on
The data and time they contacted you
Where the customer was (website, store, app, social media) when they initiated contact with you
Say a customer wants help logging into their account. The chatbot recognizes that they are hong kong mobile database from Mexico and initiates contact in Spanish. It also identifies that the customer is trying to log in via Google’s Chrome browser on an Android smartphone. Based on that data, the chatbot can instantly serve them with a how-to article that explains (in Spanish) how to log in to their account via their browser and mobile device of choice.
Support tools can also use chatbot conversation data to provide sentiment analysis. This reporting indicates whether the underlying sentiment of a conversation is positive, negative, or neutral.
Sentiment analysis offers your support team clear signals and alerts when customers are frustrated in the early stages — before they have started to consider churning. With this data, your support team can proactively work on retaining that customer by trying to better understand where their frustrations stem from and what they can do to improve those experiences.