SugarCRM, a customer experience platform, enhanced its SugarPredict solution’s AI capabilities with buyer sentiment analysis. The new addition is designed to provide insights into customers’ and prospects’ emotional state and intent to further help personalize sales interactions.
These improvements follow SugarCRM’s initial implementation of SugarPredict in Jan. 2021, which was quickly strengthened by AI and automation enhancements in March 2021. The latest update blends AI with Natural Language Processing (NLP), the element of AI that focuses on helping computers interpret and understand text and spoken words, to help automatically track the details of every customer interaction in real-time.
With the new sentiment analysis, sales teams using SugarPredict can access customer information across all touchpoints and channels when needed to idenitfy the next best actions. Additionally, supervisors can review sentiment data to evaluate overall customer experience and journey effectiveness to identify areas of improvement.
“You rarely get a second chance to make a great impression with a customer; it’s profoundly important to get each and every interaction right and connect on a deeply human level,” said Rich Green, CTO of Sugar, in a statement. “Sales and service professionals are under a great deal of pressure as a customer’s business can be won or lost in a single misstep. This is why we’re proud to be extending SugarPredict sentiment analysis to empower sales and service professionals on the customer front lines – where the battle for customer loyalty is waged on a daily basis.”