Automated technology integrations for customer satisfaction assessment

Chien Shing Ooi; Kah Phooi Seng; Li Minn Ang

doi:10.4018/978-1-4666-6547-7.ch027

Automated technology integrations for customer satisfaction assessment

Chien Shing Ooi^*, Kah Phooi Seng, Li Minn Ang

^*Corresponding author for this work

Research output: Chapter in Book or Report/Conference proceeding › Chapter › peer-review

3 Citations (Scopus)

Abstract

This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction.

Original language	English
Title of host publication	Handbook of Research on Managing and Influencing Consumer Behavior
Publisher	IGI Global
Pages	606-620
Number of pages	15
ISBN (Electronic)	9781466665491
ISBN (Print)	9781466665484
DOIs	https://doi.org/10.4018/978-1-4666-6547-7.ch027
Publication status	Published - 31 Oct 2014
Externally published	Yes

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AB - This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction.

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Automated technology integrations for customer satisfaction assessment

Abstract

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