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Test Technology and Customer Analysis
Agenda
QUESTION 1: What types of tools leverage data analysis to detect patterns of customer dissatisfaction?
Spreadsheets and word processors
Graphic design tools
CRM systems, chatbots, and NLP (Natural Language Processing)
Video conferencing platforms
2nd QUESTION: What are CRM systems used for in conflict identification?
To track interaction history and purchasing patterns and identify behavioral changes
To analyze sentiment on social networks
To automatically generate personalized responses
To prioritize customer requests in a ticket system
QUESTION 3: What does "behavioral analysis" focus on?
In the words written or spoken by the client
In customer actions, such as their purchase history or level of engagement
In the customer's tone of voice during a call
In the customer's demographic information
QUESTION 4: What does "sentiment analysis" focus on?
The frequency with which a customer uses a service
In the customer's purchase history
In the actions that the client performs on a web page
In the client's written or spoken words, looking for negative emotions and attitudes
QUESTION 5: What technology can analyze sentiment in email and social media texts?
NLP (Natural Language Processing)
A ticket system
A self-service portal
A basic CRM system
QUESTION 6: What is an example of behavioral analysis in a software platform?
Detect the use of words like "disgusted"
Analyze the sentiment of an email
Detect if a user starts logging in less frequently
Generate an answer to a frequently asked question
QUESTION 7: What can a chatbot interpret if it detects the use of capital letters and exclamation marks?
A sign of satisfaction and joy
A bug in the client's keyboard
That the client is writing from a mobile device
A sign of anger, which triggers an alarm for a human to review the interaction
QUESTION 8: In addition to identifying problems, how else do these technological tools help?
To generate conflicts to test support teams
To solve them, through ticket systems, self-service portals or generative AI
To reduce the number of clients of a company
To increase the response time for each client
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