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Customer feedback is some of the most important information for creating positive change in your business and what it offers your customers. But occasionally, feedback might come in from an unhappy customer that isn’t so constructive.
This feedback might be riddled with colorful language and contain negative or unconstructive comments that are hard for your customer-facing staff to find useful. That’s why we created our new AI moderation feature.
We know not all feedback is easy to hear and not all feedback is constructive, but it has the potential to be. When working on our new set of NiceAI features, we identified the need for a tool to help soften harsh feedback. We came up with AI moderation, a feature that can rephrase negative or hurtful feedback and turn it into constructive criticism. All with the goal of helping customers empower their teams with feedback that is actionable and constructive, every time.
AI moderation uses advanced algorithms to detect tone and sentiment in the customer feedback that our customers collect. When it identifies harsh or unhelpful language, it automatically rewrites it to be more constructive and easier to digest before it reaches the frontline teams.
First and foremost, the major benefit of AI moderation is that it means you can put all of your feedback to good use, even if it’s harsh. Additionally, it can help reduce the time and emotional strain your teams spend on negative or challenging feedback, making room to refocus on action. Transforming formerly unusable feedback into something actionable for your teams can open up new insights and help you improve the customer experience. What was formerly challenging feedback turns into the potential for growth from data-driven insights.
The benefits of AI moderation are a direct result of AskNicely’s commitment to actionable insights. Our platform goes above and beyond mere collection and helps our customers actually improve their customer relationships and turn their detractors into promoters. The way feedback is collected and analyzed makes it easy for businesses to prioritize their customers and help their frontlines offer superior services.
AI moderation is now available along with our other NiceAI features including dynamic surveys and AI insights. Contact your customer success manager for more details or book a demo to become an AskNicely customer.
