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Automated Technology Integrations for Customer Satisfaction Assessment

Automated Technology Integrations for Customer Satisfaction Assessment

Chien Shing Ooi, Kah Phooi Seng, Li-Minn Ang
Copyright: © 2015 |Pages: 15
ISBN13: 9781466665477|ISBN10: 1466665475|EISBN13: 9781466665484
DOI: 10.4018/978-1-4666-6547-7.ch027
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MLA

Ooi, Chien Shing, et al. "Automated Technology Integrations for Customer Satisfaction Assessment." Handbook of Research on Managing and Influencing Consumer Behavior, edited by Hans-Ruediger Kaufmann, IGI Global, 2015, pp. 606-620. https://doi.org/10.4018/978-1-4666-6547-7.ch027

APA

Ooi, C. S., Seng, K. P., & Ang, L. (2015). Automated Technology Integrations for Customer Satisfaction Assessment. In H. Kaufmann (Ed.), Handbook of Research on Managing and Influencing Consumer Behavior (pp. 606-620). IGI Global. https://doi.org/10.4018/978-1-4666-6547-7.ch027

Chicago

Ooi, Chien Shing, Kah Phooi Seng, and Li-Minn Ang. "Automated Technology Integrations for Customer Satisfaction Assessment." In Handbook of Research on Managing and Influencing Consumer Behavior, edited by Hans-Ruediger Kaufmann, 606-620. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-6547-7.ch027

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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.

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