How AI helps identify customer satisfaction at Dell
Posted: Mon Dec 23, 2024 8:57 am
My name is Jose Manuel Garcia Soto and I am a Service Account Manager (SAM) at Dell Technologies.
I have worked at Dell for 12 years in different roles within the company, and although the description of my objectives in the company has evolved over time and based on the different roles I have taken on, the satisfaction survey of our customers has always been a constant . In all these years, my clients have had the opportunity to give their opinion about my organization, the team and the quality of service at Dell Technologies, in search of continuous improvement and to maximize the satisfaction of our clients.
All of these questions are aimed at evaluating our added value and thus being able how to get us number for telegram continue offering a range of solutions and services that go in the right direction and that fit the needs of our clients and their business.
You may wonder, how do you analyze this level of satisfaction?
The answer lies in the support we have from Artificial Intelligence (AI).
In addition to the overall score and ratings, the comments are processed by self-learning software. This program is coded in such a way that it identifies whether our words have a positive or negative sentiment.
An example would be words like “nice”, “kind”, “good” are identified as positive. By dividing the comments into different phrases, the program gives a rating to each individual phrase, whether positive, neutral or negative.
Over time, thanks to machine learning, the program recognizes more words. Apart from “kind”, similar words such as “kindness” or “good”, “better” are seen from the same positive sentiment. As the number of surveys and processed data grows, the program becomes more intelligent and gives a clear picture of the degree of customer satisfaction in the survey.
Combined with the results of other questions, my colleagues and I get more specific data so we can better understand how to improve our service and maximize customer satisfaction in a short time. Initially, the analysis of this type of survey took weeks; now we get results on the same day.
We look forward to your participation in the next Dell Technologies survey, so we can analyze your responses and get to work on tailoring our services to your business needs and maximizing your experience at Dell Technologies.
I have worked at Dell for 12 years in different roles within the company, and although the description of my objectives in the company has evolved over time and based on the different roles I have taken on, the satisfaction survey of our customers has always been a constant . In all these years, my clients have had the opportunity to give their opinion about my organization, the team and the quality of service at Dell Technologies, in search of continuous improvement and to maximize the satisfaction of our clients.
All of these questions are aimed at evaluating our added value and thus being able how to get us number for telegram continue offering a range of solutions and services that go in the right direction and that fit the needs of our clients and their business.
You may wonder, how do you analyze this level of satisfaction?
The answer lies in the support we have from Artificial Intelligence (AI).
In addition to the overall score and ratings, the comments are processed by self-learning software. This program is coded in such a way that it identifies whether our words have a positive or negative sentiment.
An example would be words like “nice”, “kind”, “good” are identified as positive. By dividing the comments into different phrases, the program gives a rating to each individual phrase, whether positive, neutral or negative.
Over time, thanks to machine learning, the program recognizes more words. Apart from “kind”, similar words such as “kindness” or “good”, “better” are seen from the same positive sentiment. As the number of surveys and processed data grows, the program becomes more intelligent and gives a clear picture of the degree of customer satisfaction in the survey.
Combined with the results of other questions, my colleagues and I get more specific data so we can better understand how to improve our service and maximize customer satisfaction in a short time. Initially, the analysis of this type of survey took weeks; now we get results on the same day.
We look forward to your participation in the next Dell Technologies survey, so we can analyze your responses and get to work on tailoring our services to your business needs and maximizing your experience at Dell Technologies.