HumanFirst
HumanFirst is customer service software that aims to create more meaningful connections between customers and agents. It brings empathy and emotional intelligence to customer support interactions through features like sentiment analysis, conversational guidance, and suggested res
sentiment-analysis
conversational-ai
customer-support
HumanFirst: Empathetic Customer Service Software
HumanFirst is customer service software that aims to create more meaningful connections between customers and agents. It brings empathy and emotional intelligence to customer support interactions through features like sentiment analysis, conversational guidance, and suggested responses.
What is HumanFirst?
HumanFirst is a cloud-based customer service software designed to help companies deliver more empathetic and personalized support experiences. The platform analyzes customer conversations in real-time to detect sentiment, intent, and key phrases. It then provides agents with guidance on how to respond appropriately based on the customer's emotional state.
Key features of HumanFirst include:
- Sentiment analysis - automatically detects if a customer is frustrated, disappointed, excited etc. and alerts agents
- Intent analysis - determines what the customer wants or needs from the interaction
- Smart suggestions - provides agents with conversational recommendations tailored to the situation
- Empathy prompts - gives agents talking points to build rapport and resolve issues
- Connection scores - measures the quality of customer-agent interactions
- Conversational analytics - insights into where conversations excel or need improvement
By focusing conversations on mutual understanding and compassion, HumanFirst aims to drive customer satisfaction, loyalty, and brand reputation for support teams. Its easy-to-use interface works seamlessly with existing workflows to make every interaction more meaningful.
HumanFirst Features
Features
- Sentiment analysis to understand customer emotions
- Conversational guidance for agents to provide empathetic responses
- Suggested responses based on customer context and sentiment
- Integration with popular customer service platforms
- Analytics and reporting to measure customer satisfaction and agent performance
Pricing
- Subscription-Based
Pros
Enhances customer experience by bringing emotional intelligence to support interactions
Improves agent productivity and reduces training time
Provides valuable insights through sentiment analysis and customer data
Seamless integration with existing customer service tools
Cons
Requires a significant investment in training and implementation
Potential privacy concerns with collecting and analyzing customer data
Ongoing subscription costs can be high for smaller businesses
Official Links
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