NEWS25 October 2019
UK – Customer experience firm MaritzCX has updated its software platform to include a set of artificial intelligence-based tools, including implied satisfaction (iSAT) predictive modelling.
The iSAT tool uses AI and machine learning to calculate a satisfaction score for survey non-respondents, while an advanced churn modelling tool helps to reduce customer churn.
Other additions include text analytics, data mining, virtual assistant technology and a tool called SmartProbe, which automatically asks respondents for more depth in digital surveys. The features can be accessed through the company’s CXWorkflow, a data automation and management tool.
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