Customer decisions are driven by EMOTION – not reason.
People express emotions using their facial expressions, body language, and tone of voice. They also describe emotions using natural language: in conversations, open-ended survey questions, interviews, social media, and customer phone calls.
Heartbeat AI platform transforms text input from any source (survey open-ends, call centre transcripts, customer feedback, employee comments) into ten primary and sixty secondary emotion categories. Insights are accessible through a user-friendly dashboard in real time. Quantified emotions reveal the “deep why” behind human behaviour, which helps build deeper understanding and empathy leading to better marketing, product development, and customer experience. Heartbeat AI technology is essential for understanding the main drivers of human behaviour with depth & accuracy.
Receptiviti is an organisational ‘culture analytics platform’ that avoids survey feedback by using NLP for continuous, real time analysis of patterns in language (from voice, email, messaging and other sources).
Online reporting shows measures of engagement, collaboration-effectiveness, innovation-readiness and other factors.
The platform is underpinned by LIWC, a proprietary language psychology analytics framework.