DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

JANUARY 23, 2018

This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Text analytics helps in understanding the feedback. Careful and well implemented text analytics can easily reveal dozens of improvement ideas.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Callminer

JANUARY 6, 2019

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.

Text Analytics 182

Text Analytics 182

Confirmit

JANUARY 15, 2020

To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. The results? NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight.

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

Lumoa

DECEMBER 18, 2017

Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt. Text analytics help you to hear the real voice of the customer.” Companies miss out when they just focus on the score, and don’t go deep into the text responses.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Callminer

JULY 11, 2024

Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.

Text Analytics 182

Text Analytics Customer Experience 182

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Confirmit

MAY 12, 2020

Additionally, a great text analysis should be living/breathing–ensuring it stays relevant as your business and markets change. In this presentation, we’ll help you understand what steps you need to take to make your text analytics truly actionable according to your own stakeholders.

Text Analytics 52

Text Analytics Unstructured Data 52

Confirmit

JUNE 27, 2017

In this webinar, Jason Bryce, Subject Matter Expert, Confirmit, and Holly DeMuro, Product Marketing Director, Confirmit, discussed: What is text analytics and what can you expect from implementing a text analytics program? What are the key benefits of applying text analytics?

Text Analytics 40

Text Analytics Voice of the Customer 40

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Lumoa

JANUARY 8, 2024

That’s where text analysis, or text mining, comes into play. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

PeopleMetrics

MARCH 25, 2021

In this session, we'll show you different ways to get the most out of unstructured customer survey comments within the PeopleMetrics Experience Management Platform, including open-ended coding and categorization, keyword search and text analytics. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

SurveySensum

SEPTEMBER 9, 2024

Also, its AI Text Analytics software analyzes your NPS data in real time, helping you understand customer sentiments and improve your business based on real insights. Analyze the feedback with AI Text Analytics to uncover customer sentiments and trends.

NPS 52

NPS Text Analytics Start-ups AI 52

Customer Think

JUNE 6, 2023

To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today’s preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data mining oriented, the value of proactively generating qualitative employee and customer insight is often overlooked or bypassed.

Data Mining 52

Data Mining Text Analytics AI 52

Customer Think

SEPTEMBER 3, 2021

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus.

Sentiment Analysis 75

Sentiment Analysis Artificial Intelligence Text Analytics Technology 75

SurveySensum

SEPTEMBER 10, 2024

This customer feedback tool streamlines survey design and leverages AI text analytics software to provide deeper insights into your NPS qualitative insights. By analyzing the responses from promoters, passives, and detractors, you gain valuable insights into what your customers truly think about your product or service.

NPS 52

NPS Net Promoter Score Text Analytics Actionable Insights 52

SurveySensum

AUGUST 1, 2024

Since this feedback can be analyzed you’d need a text analysis tool such as SurveySensum’s AI-Enabled Text Analytics. In the end, Text Analytics will give you top trends, patterns, and sentiments. It keeps the process simple and clear. All you need to do is bring all the feedback in one place.

Customer Experience 52

Customer Experience Text Analytics NPS Business Growth 52

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. Its text analytics helps analyze comments and feedback from open-ended survey responses.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

SurveySensum

SEPTEMBER 16, 2024

And, its AI Text Analytics software analyzes NPS responses , offering you deeper insights into user sentiment and feedback to drive your product forward and keep your users satisfied. SurveySensum offers a robust Text Analytics tool to provide a comprehensive view of user sentiment from your in-app surveys.

NPS 52

NPS Text Analytics Touchpoint Start-ups 52

DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Outlook 48

Outlook Text Analytics Contact Center Engineering 48

Confirmit

JANUARY 31, 2020

In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. Ryan also discusses the importance of being able to build an effective, flexible text analytics model to analyze customer comments.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. With InMoment you do get this feature but it is complex to understand and use.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Customer Service Life

NOVEMBER 10, 2022

An analyst reviews trends using speech or text analytics software discovering many support tickets about the same issue. For those of us without speech analytics, a quick search in the ticketing system yields multiple support tickets about the issue.

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

SurveySensum

DECEMBER 4, 2023

Well, tools like ‘SurveySensum’s Text Analytics ’ are the key here! Gather feedback via ‘Feedback Tool’ or ‘ Upload all previous responses ’ on the platform and hit ‘Text Analytics’. You will get top trends and sentiments from thousands of uploaded feedback in just a few seconds.

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

DMG Consulting

JUNE 25, 2021

Read more in our recent post, Current Status of Speech (and Text) Analytics. The post Adoption of Real-Time Speech Analytics is the Next Phase for the Market appeared first on DMG Consulting. This greatly enhances the job of the agent, improves the outcome of the call, enhances the brand, and reduces the cost of service.

Text Analytics 59

Text Analytics Machine Learning Contact Center Gaming 59

SurveySensum

DECEMBER 15, 2023

Text Analytics Software With the help of the Text Analytics Software , the feedback was properly segmented and analyzed for detailed understanding. Q3: Did you take a loan from any other company during the same time? If yes, could you name the brand And the feedback received from customers was highly insightful.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. VOLUME: Small. SOCIAL: N/A.

VOC 122

VOC B2C B2B CEM 122

CX Accelerator

JANUARY 7, 2019

Here’s an example from the text analytics world. Machine Learning The second important concept in this mix is Machine Learning. This is the process of training or conditioning machines to respond accurately. The best way to do this is by feeding it data, lots of data.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. Isn’t it just counting how often words are used?

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

SurveySensum

MARCH 15, 2024

Text Analytics Software Text Analytics helps you with identifying emerging trends and customer complaints by tagging and categorizing feedback into different categories based on their keywords. This helps the user get a detailed report on the issues that can emerge.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Heart of the Customer

NOVEMBER 6, 2014

And it appears I’m not the only one thinking that way, with Qualtrics releasing a new VOC solution incorporating text analytics, and Wednesday’s announcement of the merger between Maritz and Allegiance that will also feature text analytics as just one piece of their offerings.

Text Analytics 92

Text Analytics NPS VOC Gaming 92

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading? FINAL THOUGHTS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

SurveySensum

FEBRUARY 26, 2024

The platform’s Text Analytics software enables you to manage and analyze your survey results without any manual analysis and identify areas of improvement effortlessly. The cutting-edge Text Analytics software goes beyond simple data collection, empowering your team to uncover hidden gems within feedback data.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52