Introduction to Engagement AI

Engagement AI is a groundbreaking, AI-driven tool that analyzes your customer interactions and surfaces not just the dynamics of your customer relationships but the stakeholders, sentiments, and conversation topics that shape the stability and trajectory of those relationships. It analyzes ways your customers interact (engage) with you to analyze customer engagement data like calls, emails, tickets, and more. The information Engagement AI produces can help you proactively respond to positive and negative shifts in customer engagement so that you can identify opportunities to create proactive connections with your customers at the right moment. 

Engagement AI lets you see and track an actionable relationship score, identify underlying trends, consolidate isolated data spread between engagements, and better understand complex and evolving customer relationship dynamics. Engagement AI is revolutionizing relationship analysis, at scale, helping CS teams to uncover risks, seize opportunities, and deepen relationships.

In short, it takes the guesswork and manual searching effort out of your customer relationships so you can focus on what matters most: building and maintaining those relationships.

PLEASE NOTE: Engagement AI has been tested and refined exclusively on English content. While it can analyze non-English content and may produce results, our processes have not been optimized for non-English content, and result quality may vary. Currently, Engagement AI officially supports content analysis only in English.
 

• NOTE: Engagement AI is an add-on feature. Please contact your CSM for more information on pricing and implementation. 

How does Engagement AI work? 

To build its analysis of customer engagement, Engagement AI analyzes the following: 

• Emails: The analysis occurs when the email has been sent, received, or synced.
• Survey responses: Analysis occurs when a response is received.
• Notes: Analysis occurs when the note is first published.
• Activities: Analysis occurs when the status changes to "completed," and the completion date is recorded.
• Meetings: Analysis occurs when the meeting is marked "completed." 

The AI reviews each engagement for sentiment and other common themes your organization wants to track. It provides an objective assessment of the engagement between your organization and the customers so that you can quickly identify and review engagements that may fit with important themes. 

Some engagements are not included in the AI's analysis of your relationship with your customer. These are deliberately omitted because they don't contribute meaningful insight, and include procedural emails (meeting acceptances, automated out-of-office responses, etc), in-app announcements, and short engagements. 

There are two main types of analysis: sentiment analysis and topic tracking. 

Sentiment Analysis

Sentiment analysis looks at the tone and outcome of email and survey communications to determine the state of your relationship with your customers. This analysis considers both your customer's communications with you and your responses to those communications. Based on what the AI "sees" in these communications, it can determine the overarching sentiment between you. Because the AI combines content, sentiment, and tone, it can tell when a negative outcome is being communicated politely - it will still categorize the communication as "negative," so that important moments aren't missed. 

The AI sorts communications into four sentiment categories: 

• Positive
• Professional (Neutral; neither positive nor negative)
• Mixed (Both positive and negative)
• Negative

For more information on configuring sentiment analysis, see: Configure Engagement AI Data.

Topic Tracking

We analyze all four record types for topics. Topics are configured themes that you might be interested in tracking trends across the organization.

Topics are configured by the admin and include a topic name and associated keywords. (We'll start you off with some standard topics that can be edited and added to.) We look at the body of each engagement for those keywords and then assess if the engagement matches. Those keywords can be edited to refine results and all engagements within the last year will be updated based on the new keywords.

For more information on configuring topics and keywords, see: Configure Engagement AI Topics.

Where Can I See It? 

Engagement AI provides more than just a way to track changes in customer sentiment. It distills all of your customer interactions into one actionable metric, visualizes connections between your team and customer stakeholders, and provides an overall comprehensive relationship analysis. All of this analysis power impacts multiple aspects of your ChurnZero experience, helping to get you the real-time health insights you need at any point throughout your day. 

Account Profile and Timeline 

The Engagement AI tab on account profiles provides a centralized dashboard of analyzed engagements for a single account. Each section on this tab offers unique insights to help you visualize trends, identify patterns, and even find areas requiring further investigation.

For more information: Engagement AI in Account Profiles.

Segmentation 

Add information from Engagement AI analysis to your segments with Score, Sentiment, and Topic filters. You can add columns to your segment results to quickly see scores and changes in value over time. (This information is also available in Live Exports!) 

Dashboards

Bring the power of Engagement AI to your dashboard widgets! You can add your Relationship Score as an account attribute or as an account breakdown option. Breakdown options include topics in messages, notes, surveys, and tasks widgets and sentiment in the messages widget. You can also include the relationship score in account attribute widget KPIs. 

Command Center

Quickly review score changes or critical communications having to do with your book of business! You can use any segment criteria and segment summary rows in Command Center cards to keep track of relationship scores at a glance.