What Is Machine Learning? Related Articles Sentiment Analysis & Machine Learning: 2023 Guide Lexicon vs. Machine Learning Sentiment Analysis Artificial Intelligence vs. Machine Learning vs. Deep Learning How AI and Machine Learning Can Reduce Contact Centre Costs © Wright Studio - Shutterstock - 1348992533 Filed under - Definitions, Analytics, CallMiner Machine learning is the technical process that happens behind the scenes to help computers and algorithms learn. When a call centre uses sentiment analysis software to detect customer emotion as they speak with a representative, machine learning processes continuously monitor the conversation to learn more about what constitutes a positive or negative emotion. People can train these algorithms to become better at doing what they do. Sentiment analysis platforms work behind the scenes during customer conversations, but humans can use tagging, alerts, and other tools to make the platform drill down into elements of conversations the company wants to highlight. Similarly, data analysts can update and tweak machine learning systems for continued improvements. Of course, with its advantages come a few disadvantages, as artificial intelligence has far to go to become perfect. For instance, it can be exceptionally difficult for an algorithm to distinguish between positive and negative tones. While most people understand sarcasm with verbal speech, machine learning models might view a sentence as positive when it was intended to be negative. Thanks to CallMiner Author: Robyn Coppell Published On: 28th Jul 2023 Read more about - Definitions, Analytics, CallMiner Recommended Articles Sentiment Analysis & Machine Learning: 2023 Guide Lexicon vs. Machine Learning Sentiment Analysis Artificial Intelligence vs. Machine Learning vs. Deep Learning How AI and Machine Learning Can Reduce Contact Centre Costs Related Reports eBook: How to Collect and Act on the Right Customer Insights Guide: Five Steps to Mastering Conversation Intelligence White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter