In 2015, we’ll see Big Data paving the way for increased customer retention and sentiment, and Big Data will also be the key to identifying customer behavior patterns. We’ll also see natural language processing improving the customer experience. This is all according to Mayur Anadkat, Director of Product Marketing at Five9, Inc., a provider of cloud contact center software.

Anadkat‘s predictions about Big Data are all part of our second annual Technology Predictions series in which industry experts share their predictions with us about the hot tech trends that they think will take center stage in 2015. We’ll be sharing all of their predictions with you over the next couple of weeks. Read on for more from Anadkat.

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Prediction No. 1: Big Data will pave the way for increased customer retention and sentiment

Companies will begin to step it up in 2015 and move beyond traditional customer service. For years, proactive customer care has been discussed with enthusiasm but few have implemented it. In the era of Big Data, agents are provided with copious amounts of customer information. As we enter into 2015, contact centers will start to better understand what to do with it.

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Prediction No. 2: Big Data will be key to identifying behavioral patterns

In 2015, using tools like Hadoop for natural language processing engines and advance search, both live agents and self-service applications will be able to proactively offer customers answers as well as the information they need.

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Prediction No. 3: Natural language processing will improve the customer experience

Natural language processing will allow companies to determine customers’ sentiments in order to match them up with agents who have the appropriate skills to help them. In addition, agents will be able to access a snapshot or timeline of the customer’s journey. This will, ultimately, help with customer retention in 2015 as companies begin to truly put the customer experience first.

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2015 Technology Predictions graphic courtesy of SiliconANGLE