Blog Search Results

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

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Customer Service, Best Practice

What is Good Customer Service?

We all know that good customer service is important, but what does good customer service actually mean? In this post we break down the results of a comprehensive cross-industry study of digital customer service channels to understand what 'good customer service' actually means.

Customer Experience, AI, Automation, Customer Service

Where and Why to apply AI in your contact centre

The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly […]

Customer Experience, AI, Customer Service, Text Classification

Using AI to Label Contact Centre Contacts and Surveys

Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.

AI, Customer Service, Emotion Detection, Sentiment Analysis

Analyse Customer Sentiment on Zendesk Ticket Comments

Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments from tickets in Zendesk using Python, Zenpy, and TextBlob.