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.
Infotools is an award-winning software platform and services provider.
The platform, Infotools Harmoni, has been purpose-built for market research data, by market researchers. From data processing through to analysis, reporting, visualization, dashboards, distribution, and data alerts Harmoni is a true ‘data-to-decision-making’ solution.
Infotools also have data experts who can help you with things like research design and management, data design and organization, and insights discovery, analysis, visualization and reporting.
Established in 1990, and with a presence in the US, Europe, South Africa and New Zealand, Infotools works with some of the world’s best-known brands, including Coca-Cola, Orange, Samsung and Mondelēz, as well as boutique and large research agencies such as MDI , Nielsen and Ipsos.
Gavagai has created the Gavagai Explorer, an AI-driven text-analytics platform that provides actionable insights from unstructured text data – easily, quickly and at a low cost – in 46 languages.
With the Explorer, our customers can understand their data and improve their business, without the help of consultants or expert data scientists. We offer instant actionable insights derived from unstructured text in virtually any language.
SentiGeek analyses customer reviews and comments using an automated cloud or on-premise platform.
The software employs proprietary NLP tools to analyse language using implicit inferencing, entity recognition and fine-grained sentiment analysis.
Caplena is online text analysis software for coding open-end responses to surveys.
The tool enables a researcher to code responses or categorise text using a streamlined interface. The intelligent assistant continually learns how to predict codes for responses based on previous examples, and improves its effectiveness over time.
Relative Insight is a language analytics platform.
Using NLP to conduct comparative analysis of two different text-based data sets (eg competing websites), it identifies significant similarities and differences in word choice, sentiment and grammar.
It can be used to refine communication briefs; narrow the gap between consumer and brand language; or to enhance existing social listening, text anaytics and customer data platforms.
The solution can be accessed on a software-only basis, or as a managed service.
Luminoso is a CX analytics platform for identifying themes in any open-ended text data – support tickets, open-ended survey responses or reviews.
Using artificial intelligence and natural language understanding, the platform automatically analyses feedback to discover hot topics, identify complaints and track trends over time.
Scope AI is an NLP based analytics platform that analyses customer feedback from any channel (social, CRM, complaints, surveys, reviews); combines it with user and product data (through Segment, Mixpanel or other API feed); and identifies insights for product development or customer experience improvement.
CodeIt is an automated support tool for coding any unstructured text. Designed by market research and coding professionals, the technology helps enhance coding productivity and quality using a blend of advanced artificial intelligence, machine learning and text analytics techniques.
Applications include market research verbatim responses; customer reviews; voice of the customer comments; customer satisfaction comments; and customer complaints.
Canvs analyses and categorizes “Emotional Reactions” in dialogue. The technology is embedded in a range of products with specific focus areas: TV (understanding audiences); Surveys (processing open-ended responses); Watch (focused on Facebook video); Campaigns (for analysing advertising and branded content campaigns); Movies (more audience insight, with predictive analytics tying emotional responses to box office sales forecasts); and Publishers (for analysing reader feedback.
An API is also available for custom integrations.