SurveySensum

FEBRUARY 17, 2025

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

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 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

SurveySensum

FEBRUARY 24, 2025

While both deal with analyzing text, they serve different purposes. First, What is Text Analytics? Text analysis , also known as text mining, is the process of extracting useful information from unstructured text data. Lets discuss the key differences and applications of sentiment analysis vs text analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

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

eglobalis

MARCH 30, 2025

Beyond call centers , text analytics is helping firms decode sentiment across channels. Chronologically, many companies started by layering new tools onto old systemsperhaps adding a social listening service here or a text analytics engine there. These integrated approaches were not built overnight.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

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

PeopleMetrics

MARCH 6, 2025

Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky. Text analytics tools are impressive and improving rapidly, but they're not foolproof. If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

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 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

PeopleMetrics

MARCH 24, 2025

Heres where AI helps: Text Analytics : As I have mentioned in this blog series several times, AI-powered text analytics can flag themes in open-ends across hundreds or thousands of recover alerts. So Where Does AI Fit In? Ill be honestthis is another area where AI can support your efforts, but it cant do the job for you.

VOC 90

VOC Close the Loop AI Text Analytics 90

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

DMG Consulting

SEPTEMBER 1, 2023

Donna sheds light on speech and text analytics Donna explains why it’s important to look beyond the specific channels customers use to reach out. The post Donna sheds light on speech and text analytics appeared first on DMG Consulting.

Text Analytics 62

Text Analytics 62

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

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. How AI Pinpoints the Actions That Matter AI doesnt just give you datait connects the dots, helping you understand whats behind your scores and what to do about them.

NPS 118

NPS AI E-commerce CX 118

PeopleMetrics

FEBRUARY 13, 2025

AI Can Help with Analysis, But Business Intelligence Still Matters AI has transformed the analysis of customer feedback, with text analytics, sentiment analysis, and predictive modeling surfacing insights faster than ever. Keep ITs role focused on delivering structured, actionable datanot overengineering a solution.

VOC 109

VOC Legal AI Sentiment Analysis 109

PeopleMetrics

MARCH 11, 2025

AI-enhanced feedback interpretation As I have mentioned in previous blog posts, AI-driven text analytics can categorize and summarize open-ended responses in real time, helping businesses understand trends without manually reading thousands of comments.

VOC 100

VOC AI Text Analytics Touchpoint 100

PeopleMetrics

JANUARY 21, 2025

As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. Heres how: 1. Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold.

NPS 118

NPS AI Net Promoter Score E-commerce 118

SurveySensum

NOVEMBER 24, 2023

The Fix -Text Analytics Software Here’s what I do – Let’s say I receive about 350 comments every week which equals about 1500-2000 comments in one month. So, what I do is, use SurveySensum’s Text Analytics Software to efficiently manage and analyze the NPS program. So what to do? That’s a lot, right?

Text Analytics 52

Text Analytics NPS Customer Retention Net Promoter Score 52

SurveySensum

JANUARY 4, 2024

With the help of Text Analytics Feature, you can properly analyze your NPS program. So, let’s understand how the text analytics feature can help you uncover a treasure trove of information from your NPS surveys with the help of a case study of Text Analytics for a mutual funds company. But how to do that?

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

PeopleMetrics

JANUARY 31, 2025

AI-driven text analytics scans millions of customer comments across surveys, social media, and reviews to surface what matters. B2C: AI Makes Sense of Overwhelming Amounts of Customer Feedback For B2C companies, VoC isnt about responding to every individualits about identifying patterns and priorities at scale.

VOC 98

VOC B2C B2B AI 98

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

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

PeopleMetrics

FEBRUARY 4, 2025

How AI is Helping in the Growth Phase: Automating Text Analytics As I have mentioned in this blog series, AI can now analyze thousands of open-ended survey comments, identifying key themes and sentiment without manual effort. Example: A hotel chain in the Growth Phase integrates AI-powered text analytics into its VoC program.

VOC 62

VOC AI Text Analytics Touchpoint 62

SurveySensum

MARCH 10, 2025

With the right text analytics software. What is Conversation Analytics? Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

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

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

PeopleMetrics

MARCH 25, 2025

Yes, AI can help with surfacing root causes faster through text analytics and pattern recognition. At PeopleMetrics, we call this process Associate-Driven Insights, and its one of the most underrated moves in VoC. Whats the Role of AI in This? It can help automate survey distribution.

AI 62

AI VOC Text Analytics Gaming 62

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

SurveySensum

OCTOBER 17, 2024

So, always opt for AI text analytics tools for it, and there are many in the market! When text analytics give you top customer trends, complaints, and sentiments, the key challenge is to understand what to prioritize and take action on. Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

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 147

Sentiment Analysis Text Analytics ML Machine Learning 147

SurveySensum

OCTOBER 29, 2024

This can be achieved with the help of robust AI-enabled text and sentiment analytics software that can automate the task of going through thousands of customer data, emotions, sentiments, etc to understand what customers are saying and how they feel.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

PeopleMetrics

FEBRUARY 27, 2025

Text Analytics for Deeper Insights AI-powered natural language processing (NLP) can quickly analyze open-ended survey responses at scale, identifying common themes, emerging issues, and sentiment shifts. However, a human touch is essential to interpret these insights within the context of your business and industry.

AI 62

AI VOC Text Analytics Social Media 62

Callminer

APRIL 20, 2018

Speech analytics and text analytics tools especially are helpful in gauging customer sentiment by identifying certain words used in interactions and determining the context of those interactions.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

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. A dedicated team assists you in selecting the right survey type and crafting appropriate questions.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

SurveySensum

OCTOBER 16, 2024

And with SurveySensum , you can create effective surveys and analyze feedback quickly using advanced AI text analytics. Gather feedback in real-time with SurveySensum and analyze it with AI Text Analytics Software Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Lumoa

FEBRUARY 9, 2023

Text Analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision-making.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167