NLP sentiment analysis for contact and support centers

In today’s competitive market, customer service has become essential to any company willing to expand and increase its business. Companies cannot afford to fall short of consumer expectations. With the recent progress in Artificial Intelligence (AI) and the impressive results in different industrial areas, companies are adopting AI techniques for customer service. Most of the applications of AI in contact centers are based on the use of chatbots. These conversational agents are trained to interact with the customer and answer questions. These AI solutions does not provide ways to measure customer satisfaction. This part is still handled manually through customer satisfaction surveys sent by emails, phone or online. However, on average, only third of the surveys get responses. AI can play an interesting role in measuring customer satisfaction by directly analyzing the customer-agent interaction. TO BE CONT’D

Faculty Supervisor:

Moulay Akhloufi


Abdoulaye Ly


Summatti Inc


Computer science


Information and communications technologies




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