DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Analytics-enabled QM has been talked about for at least 12 years and has been available to some degree for 10 of them.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. However, first, you have to know where to look!

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. Here, I’m going to use Lumoa text analytics engine as a real-life example, of using booktest to develop a complex machine learning system and assure its quality. And our goal? Ready to revolutionize your workflow?

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

Callminer

APRIL 20, 2018

You’ll be in a better position to gauge your success in helping customers help themselves with self-service analytics. Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). That’s where text analysis, or text mining, comes into play.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

SurveySensum

MARCH 26, 2025

But doesnt it sound similar to text analysis? Text Mining vs. Text Analytics Whats the Difference? Heres how text mining and text analytics are different from each other. For instance, companies use text analytics to monitor social media sentiment and adjust their marketing strategies accordingly.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. There are specific Machine Learning algorithms that are used for this purpose.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

MARCH 19, 2025

AI-Enabled Text Analytics To Identify Quick Themes and Complaints Use AI-powered text analytics software to quickly identify and prioritize customer complaints and sentiments from open-ended survey responses. Even free users can analyze their survey data and identify key themes, patterns, pain points, etc.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. Join Vice President of AI Rick Britt and Data Scientist Kirsten Stallings as they dispel the myth that out-of-the-box text analytics works the same on speech data. Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

FEBRUARY 6, 2025

Customer Insights and AI Capabilities Qualtrics : Qualtrics provides advanced analytics features, using AI and machine learning to enhance text analytics, sentiment analysis, and predictive modeling. Well, SurveySensum can help you here.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

SurveySensum

APRIL 7, 2025

AI-Powered Text Analytics to Discover Critical Issues Immediately SurveySensum’s text analytics software uses AI and machine learning to automatically analyze open-ended feedback, saving you time and effort. Source: G2 , Jan 28, 2021 7.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Text analytics helps you to understand the drivers of customer satisfaction.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Retently

SEPTEMBER 12, 2018

Text analytics can be applied to NPS responses to help uncover valuable insights by: Grouping comments into general themes to identify common customer pain points and thus, help you understand how to improve their experience. Here is where automated analysis with machine learning takes the stage.

Customer Feedback 109

Customer Feedback NPS Machine Learning Text Analytics 109

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Example of text analytics with sub-categories.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

JANUARY 16, 2025

Well, for starters, with SurveySensum you dont have to worry about investing too much time in learning the ins and outs of all the features as the tool comes with an ease-to-use and implemented user interface with DIY capabilities. This makes it an ideal choice!

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

DMG Consulting

JUNE 25, 2021

Real-time speech analytics, also known as conversation analytics, is going to be essential for enterprises, not just their contact centers, within the next 5 – 10 years. Read more in our recent post, Current Status of Speech (and Text) Analytics.

Text Analytics 59

Text Analytics Machine Learning Contact Center Gaming 59

DMG Consulting

FEBRUARY 25, 2019

Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

SurveySensum

JANUARY 27, 2025

Keep them concise to ensure responses are clear and easier to analyze with text analytics tools. SurveySensums multilingual text analytics capabilities take it a step further. Keep Open-Ended Questions Simple Complex phrasing in open-ended questions can be difficult to interpret when translated. But thats not all.

Text Analytics 52

Text Analytics Non-Profits Start-ups Actionable Insights 52

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. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Analytics will Continue to be a Differentiator.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

FEBRUARY 15, 2018

Despite vendor claims, IVAs are not fully artificial intelligence–enabled, but they do use natural language understanding (NLU) and machine learning to offer a new generation of conversational concierge-type service. And IVAs will use machine learning to continuously improve their accuracy and effectiveness over time.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

Customer Service Life

MARCH 15, 2019

Do terms like NLP and Machine Learning mean anything to you? Machine Learning. The second important concept in this mix is Machine Learning. This is the process of training or conditioning machines to respond accurately. Here’s an example from the text analytics world.

AI 64

AI Machine Learning CX Net Promoter Score 64

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Lumoa

APRIL 3, 2018

That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

DMG Consulting

APRIL 15, 2020

AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business’s unique needs. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. These algorithms analyze multi-structured databases for multiple attributes and assign scores to every customer daily on multiple health indicators.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. These algorithms analyze multi-structured databases for multiple attributes and assign scores to every customer daily on multiple health indicators.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

Fonolo

NOVEMBER 11, 2022

Cheaper data processing and storage capabilities are fueling artificial intelligence, natural language processing and machine learning — which means companies can now distill customer understanding drawn from millions of data points.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

SEPTEMBER 11, 2024

We are so used to Netflix’s recommendations, the tailored playlist of Spotify, shopping recommendations of Amazon, etc, so much so that according to McKinsey 35% of Amazon and 75% of Netflix recommendations are provided by machine learning algorithms.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Gainsight

MAY 23, 2019

Renewal Center uses machine learning to analyze subjective and objective customer data to produce a predictive renewal likelihood score for every renewal opportunity, leading to an accurate renewals forecast. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

SurveySensum

NOVEMBER 11, 2021

Text Analytics. Leveraging the potential of machine learning, Text analysis helps you identify top customer complaints from thousands of the feedback. Text Analytics. Real-time text analysis. It is an effective machine learning that precisely displays popular themes from customer feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Lumoa

NOVEMBER 21, 2023

It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives. Therefore, the most optimal analytics solution is to merge machine learning and human intelligence. Lumoa’s analytics is built on top of this philosophy.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118