PeopleMetrics

JANUARY 16, 2025

Sentiment Analysis (Happening) AI-powered sentiment analysis helps companies gauge customer emotions through unstructured data (open ended comments) across feedback channels. These programs flag issues from unstructured customer feedback and summarize key themes and sentiment in real-time. And at scale.

AI 71

AI VOC Sentiment Analysis E-commerce 71

Customer Experience Matrix

OCTOBER 8, 2014

Of course, analysts have always spent a lot of time on data prep and veterans will scoff at the implication that most data warehouses are pristine. But the ease of adding new feeds to big data stores, especially of unstructured data, means that users now face a “do it yourself data quality” challenge that''s much greater than before.

Unstructured Data 100

Unstructured Data Sentiment Analysis Touchpoint Social Media 100

CX Accelerator

OCTOBER 9, 2018

Once tapped, the power of unstructured data is sure to breath new life into your Customer Experience initiatives. The future of VoC will be this type of dynamic, narrative-based stories which can be easily shared both inside and outside of your organization for all sorts of purposes. Exciting times for CX professionals!!

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Intercom, Inc.

SEPTEMBER 9, 2022

Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale. Fergal Reid: Yeah, I think that that’s a fair assumption. The capabilities landscape has changed.

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Callminer

APRIL 30, 2018

Because using analytics enables you to evaluate 100% of your customer interactions, you suddenly have access to a wealth of valuable information that previously had been hidden in a mountain of unstructured data.

Unstructured Data 159

Unstructured Data Customer Loyalty Sales Technology 159

Customer Think

SEPTEMBER 9, 2021

InMoment bolsters set of customer experience management (CXM) solutions with latest acquisition adding robust natural language processing (NLP), and machine learning (ML) to InMoment's XI Platform.

Unstructured Data 52

Unstructured Data CXM ML Machine Learning 52

Intercom, Inc.

FEBRUARY 13, 2020

. “So we’ve seen companies who have basically re-centralized their data into cloud data warehouses, and that is the source of truth. It’s a system of record, and they’re marrying together both the unstructured data and the structured data to do really interesting marketing.”.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

CX Journey

MAY 20, 2015

Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my! A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. What is unstructured data ?

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

CX Accelerator

FEBRUARY 12, 2018

Also, there are reports that between 80-85% of information a business uses is in unstructured form. Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. According to the report, only 14% are successful with their VoC.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Sprinklr

OCTOBER 20, 2021

Monitor and analyze results with visual insights that help you aggregate millions of data points in one place. Surface actionable insights across billions of data-points by using industry-leading AI for unstructured data. Brands are awash in an ocean of unstructured data. Measure and optimize your strategy.

Social Media 85

Social Media CXM Unstructured Data Social Listening 85

Customer Experience Matrix

SEPTEMBER 6, 2018

By contrast, CDPs work with structured, semi-structured and unstructured data which requires a NoSQL file system like Hadoop. But, again, the larger integration suites often support semi-structured and unstructured data and NoSQL databases. This is the best way to manage standardized entity attributes.

Unstructured Data 79

Unstructured Data Structured Data Government Start-ups 79

Zendesk

FEBRUARY 10, 2022

Evaluate both structured and unstructured data to develop a comprehensive understanding of your customers and their interactions with your brand. Structured data is quantitative information such as names, geolocations, and credit card transactions.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Customer Experience Matrix

SEPTEMBER 2, 2014

. - seven types of shared customer data processes , ranging from single customer view to predictive modeling to treatment selection to advanced analytics. Each process is rated on different capabilities, such as calculating scores for predictive modeling and handling unstructured data within the single customer view.

Unstructured Data 104

Unstructured Data Retail Technology Technology 104

SurveySensum

JUNE 13, 2021

While basic data analytics with spreadsheets can give some shallow insights, SurveySensum Text Analysis harnesses data from multiple sources such as chatbots, surveys, in-apps, emails, etc., SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Customer Experience Matrix

SEPTEMBER 19, 2016

In the transition from campaign management to journey orchestration, marketers had to develop tools to track individuals over time, to personalize messages to those individuals, identify and optimize individual journeys, act on complete data in real time, and to incorporate masses of unstructured data.

Technology 0

Technology Technology Unstructured Data Machine Learning 0

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer.

Unstructured Data 100

Unstructured Data Contact Center Machine Learning Compliance 100

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Think those are the only voices you should be listening to in order to improve the customer experience? You know the main ones.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Lightico

JULY 26, 2023

The digitization of the financial services sector has generated vast amounts of unstructured data in the form of documents, either PDF or images, and volumes of data that can hold valuable insights for businesses, and help make better decisions. However, extracting meaningful information from this data has been a challenge.

Artificial Intelligence 52

Artificial Intelligence Unstructured Data AI Data Entry 52

Customer Experience Matrix

MARCH 3, 2019

Informatica lays out the contrast quite nicely: they characterize MDM as limited to highly governed, structured data that delivers the “best version of the truth” about master objects (customers, products, supplier, etc.), These are not found in all CDPs, which is probably one reason Informatica selected AllSight in particular.

Unstructured Data 82

Unstructured Data Machine Learning Artificial Intelligence Government 82

SurveySensum

OCTOBER 29, 2024

Different Types of Contact Center Analytics There are different types of analysis that fall under the contact center analytics umbrella that can be applied to the customer center data and insights. Let’s understand each of them.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

FEBRUARY 17, 2025

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. It is widely used in academic research, social sciences, market research, and business intelligence to process text-based data.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Hodusoft

OCTOBER 17, 2024

This technology is crucial for analyzing customer sentiments and extracting insights from unstructured data, such as social media comments or open-ended survey responses. Natural Language Processing (NLP) NLP enables machines to understand and interpret human language in a meaningful way.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

DMG Consulting

JULY 16, 2019

CJA solutions rapidly collect and mine vast volumes of structured and unstructured data from all customer-facing applications, and search for patterns, trends and correlation to uncover what enterprise managers do not even know to look for.

Customer Journey Map 67

Customer Journey Map Unstructured Data Social Media Contact Center 67

Hodusoft

MARCH 12, 2025

Accurate Assessment of Credit Risk AI-powered solutions can analyze vast amounts of information such as transaction history, social media behavior, financial statements, and other unstructured data to accurately assess customers’ creditworthiness.

Contact Center 52

Contact Center AI Machine Learning Finance 52

PeopleMetrics

JULY 31, 2018

The question then becomes this: how do we make sense out of these unstructured comments from customers? Unlike structured data, which are easy to display graphically or in tables, each piece of unstructured data is different—unique to each customer who took the time to provide it. Humans (Open-Ended Coding).

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Lumoa

OCTOBER 31, 2021

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

ClientSuccess

MAY 25, 2023

Leveraging SmartCS, the Weekly Pulse Summary feature presents real-time feedback on customer health by summarizing the top 5 things that are going well and the top 5 areas of improvement for customers with issues.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Customer Experience Matrix

OCTOBER 29, 2017

Its architecture spans what I usually call the data, decision, and delivery layers, although Flytxt uses different language. The intelligence (decision) layer provides rules, recommendations, visualization, packaged and custom analytics, and reporting.

Unstructured Data 84

Unstructured Data Machine Learning Manufacturing Touchpoint 84

SurveySensum

JULY 12, 2019

Future is demanding and present era is flooded with unstructured data from various online or offline sources! For this reason, there is a growing need for technology that can break the complex and comprehensive customer feedback data into simple and useable insights.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

Qualtrics

OCTOBER 9, 2020

Unstructured data is becoming an increasingly important part of a successful listening program. CX leaders all recognize the importance of a robust structured VoC data collection program. First off, can you explain what unstructured data is? social media comments , user reviews, etc.).

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

Confirmit

MAY 12, 2020

Furthermore, discovering the top topics from unstructured data is certainly important, but has anyone noticed that top topics alone are not actionable?? If you’re not analyzing your customer speech and text, you’re getting an incomplete picture which could be misleading your decisions.

Text Analytics 52

Text Analytics Unstructured Data 52

Sprinklr

OCTOBER 7, 2021

Manual data collection. The volume and complexity of unstructured data is growing exponentially and brings new challenges. Spending time on manual data collection means less time for analysis and insights and creates delays in communicating those insights to key stakeholders.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

CommBox

JANUARY 18, 2024

The pitfalls of business adopting a generic LLM – open AI, Bard, Generative AI – or any technology that can digest large amounts of structured and unstructured data and start answering based on that model is that this data needs to be fine tuned to your specific business.

AI 98

AI Unstructured Data Engineering Start-ups 98

CSAT.AI

SEPTEMBER 25, 2017

You should have all the standard data, such as customer location, age, email, title, etc…, but you should also be inquiring why customers are leaving when they leave. The second challenge lies in whether it’s structured or unstructured data. It’s important to record this information too.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

Customer Experience Matrix

OCTOBER 14, 2014

But it doesn’t find near matches based on similarities among inputs, append external data to customer profiles for enrichment or cleansing, or offer semantic processing for unstructured data. All those would be provided by external services linked into the system.

Unstructured Data 75

Unstructured Data Gaming Start-ups 75

Callminer

SEPTEMBER 14, 2020

They offer the capacity to conduct behavioral analysis of clients based on real-time data. Business analysts can add value in four areas: Customer Experience: The immense volume of clients, transactions and unstructured data can enable an organization to better understand demand and influence the call center to execute more successfully.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182