SugarCRM Announces the Expansion of SugarPredict AI Abilities with Sentiment Analysis
Martech Outlook | Thursday, December 16, 2021
SugarCRM has announced the addition of sentiment analysis to extend its powerful SugarPredict AI abilities.
FREMONT, CA: SugarCRM announces the addition of sentiment analysis to extend its powerful SugarPredict AI abilities, which is developed to supercharge each sale and service encounter by knowing every customer and prospect's emotional state and purpose.
SugarPredict is now part of SugarLive, the company's multichannel customer communications software. The SugarLive system is designed to allow sales and service professionals to monitor the details of every customer engagement as it occurs and to quickly access client information throughout the touchpoints and channels.
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SugarPredict presents sentiment analysis to sales and support teams for next-level, empathic engagement by utilizing a combination of Natural Language Processing (NLP) and AI. Sales and service professionals can be instructed on the following best action to assist the customer experience, such as escalate to a supervisor, provide a save-the-sale offer, or take the opportunity to upsell by offering teams with the knowledge of intent.
AI is being used by businesses to better understand and meet the needs of their customers. SugarPredict can empower sales and service workers to offer the appropriate answers and outcomes swiftly and confidently, driving better client satisfaction and loyalty by identifying customer intent and emotional state.
Paul Greenberg, President of the 56 Group, LLC and author of The Commonwealth of Self Interest: Business Success Through Customer Engagement, has written extensively about the business empathy imperative the ability to understand what customers and employees are going through, along with the relevant context, and act accordingly.
"One of the highest callings of customer experience professionals and enabling technology platforms is helping customers via an understanding of their struggles and aspirations," said Greenberg. "AI-powered sentiment analysis weds customer voice and text to business action, providing every sale and service interaction with the means to account for customers emotional tone and attitude context indispensable to supporting exceptional experiences."
"You rarely get a second chance to make a great impression with a customer; its profoundly important to get each and every interaction right and connect on a deeply human level," said Sugar CTO Rich Green. "Sales and service professionals are under a great deal of pressure as a customers business can be won or lost in a single misstep. This is why were 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."
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