Carlos and François delve into the significance of customer support tickets, exploring their role in understanding customer pain points and improving overall customer experience. They discuss the advantages of leveraging customer ticket data, the impact of AI and NLP in analyzing this data, and the importance of integrating insights throughout the customer journey. The conversation emphasizes the need for a company-wide approach to utilizing support ticket data for quantifiable business impact.

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In this episode of Transformation Heroes, Carlos and François discuss the role of Natural Language Processing (NLP) in improving customer experience (CX). They cover its history, the impact of advanced models like ChatGPT, and the use of technologies like vector embeddings and retrieval-augmented generation (RAG) for analyzing unstructured data. Key topics include real-time data adaptation, the difference between NLP and NLU, and deploying RAG to drive continuous CX improvement.

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In this episode of Transformation Heroes, Carlos and François explore how AI is revolutionizing customer experience (CX) practices. They discuss the shift from traditional methods like cold calling and manual text analysis to AI-driven solutions that offer real-time insights and enhance interactions. The conversation highlights the move to in-house CX capabilities, making customer experience a core business function. Additionally, they examine how AI automates CX strategies and action plans, enabling professionals to respond to customer needs more swiftly and proactively. Overall, the episode underscores AI's potential to streamline and elevate CX management for organizations

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