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For most businesses, it is very difficult to understand what their customers think of them. They may not know exactly what the customer issues are. Finding data for business decisions is therefore complicated. Managers make decisions either in the dark...Read more

As December is coming to a close, it is time to step back and reflect a bit. 2022 is almost here, so we want to welcome the new year with new energy.  In this article, we will share some highlights of the year...Read more

 On the 28th of October 2021, we took part of the digital event Digital Discussions, held by e-Estonia. Above all, the event gave a glimpse at 5 Estonian AI companies providing tangible solutions. The presenting companies belonged to different industries. Feelingstream...Read more

In the speech to text and automated speech recognition world, the accuracy of transcribing English is reaching very high levels. The best voice recognition software can reportedly achieve accuracies around 95% (numbers could be even higher today). Google is definitely...Read more

Each year on the first Tuesday in October, the customer experience community celebrates the professionals and companies that make great customer experiences happen – a celebration known as CX Day. In 2021, customer experience day falls on 5th October.  It is a day to highlight the...Read more

When it comes to our software, we are always on the lookout for improvements for giving our users the best value.  We base any version update or upgrade on what our customers have wanted or needed to make their lives...Read more

Have you ever had a Sales Representative or Agent call you to sell some service or product with a long-winded script? Was it interesting to listen to this monologue? Did you buy what they were selling?  Most likely not. Analysis...Read more

When it comes to customer service or chat service quality assessment, there is the option of reviewing customer feedback. This does not always give a valid overview, because most customers do not reply to surveys. Analyzing the actual contacts, whether...Read more

Customer service always deals with customer issues. Customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents deal with...Read more

When you analyze customer service calls, it is common knowledge that some customers call back multiple times per day. Our practice has shown that 10% of all contacts are repetitive calls. Some of those calls are inevitable, some could be avoided....Read more

Out of 184 big data European startups, Feelingstream is one of the 30 participants invited to join the REACH Incubation program. The aim is to develop data-based solutions for doctors in the medical sector.     Feelingstream is an innovative AI-driven conversation intelligence solution, that transcribes and...Read more

In this post, we’ll introduce what silence means in customer service calls, why it’s important to draw attention to it, and how a customer conversation analytics platform can help you measure silence, identify the causes, and learn from it. All...Read more

Some people may fear that artificial intelligence is becoming increasingly dominant and will start taking away jobs, leaving people unemployed. What we can focus on is looking at which jobs AI could actually do better. This would leave more time...Read more

Data-driven decision-making has been at the forefront for a while now and it has been the way of working for many companies. Even though increasingly popular, the data-driven approach has not always taken companies to their needed business growth. It...Read more

When a customer is dissatisfied with a company’s services or decides to leave a company, there are usually warning signs. The company can manage and keep down churn risk if they knowingly work towards this target. This means analyzing customer...Read more