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....
Text analytics platforms rely on Natural Language Processing (NLP) to make sense of unstructured data captured from a range of sources: verbatim comments in surveys, reviews posted in forums, posts in social media, comments transcribed in call centres etc. Key features include sentiment; categorisation or topic analysis; entity extraction (eg to identify brands); and visualisation – usually in an online dashboard. Text analytics capabilities are also built into some platforms in other categories (Social Listening, Surveys).
Adoreboard provides a consulting service and technology platform for emotion analytics. The ‘Emotics’ software enables analysis of proprietary or competitor data and comparison with industry benchmarks using 88 emotion indexes, topic analysis and explanations. Data sources include social media, NPS verbatim, surveys, news and other data.
Ascribe provides services and software to code and analyse verbatim comments from resaerch surveys. ‘Inspector’ is a software product for fully automated coding of open-ended survey responses and verbatim comments from surveys, emails, call centers and social media. Based on NLP, it can integrate with structured data, features a reporting dashboard of concepts and sentiment and can handle multiple languages. The firm also provides verbatim coding services on a project or long term basis.
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.
Chattermill uses machine learning to analyse customer feedback from tracking studies, reviews and support tickets. Through integrations with CRM tools, survey platforms and marketing automation systems, algorithms process customer feedback in real time and results are available instantly in online dashboards.
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.
Codit is online text analysis software for coding open-end responses to surveys. The tool enables a researcher to code responses or categorize 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.
Cx Moments detects trends and topics in feedback surveys, support activity, bug reports, product mentions and other sources. Integrations are available for VoC tools including Medallia, Confirmit and Qualtrics; as well as Zendesk, Freshdesk, Salesforce, LivePerson, Freshservice and other customer support tools.
Decooda is a ‘Cognitive Intelligence Machine’ for analysing text to detect sentiment, emotions and cognitive states in customer experience feedback. It links these analyses topics to identify specifically what impacts each customerÕs experience and why. The platform listens and aggregates data using cognitive psychology, deep learning and AI to analyze customer interactions in real-time.
Dictanova has a set of semantic algorithms for analysis of voice-of-customer feedback. It is an API solution for developers to analyse product reviews, satisfaction surveys, CRM notes and other sources.
Gavagai Explorer provides qual-to-quant conversion and analysis of unstructured text data such as answers to open-ended survey questions, customer reviews, online mentions, customer support tickets and other sources. Advanced analysis includes automated thematic clustering and sentiment in more than 40 languages.