Sentiment analysis

Clarabridge Goes Straight To The Customers’ Mouth To Analyze Call Center Interactions

cbridge logoCustomer experience management vendor Clarabridge wants to bring the first-person narrative from call center interactions to life for marketing analysts, customer care managers, call center leaders and other customer-focused enterprise execs. With its just released Clarabridge Speech, it now brings via the cloud a solution that integrates Voci Technologies’ speech recognition smarts with its own capabilities for using NLP to analyze and categorize text, sentiment and emotion in surveys, social media, chat sessions, emails and call center agents’ own notes.

Agent notes certainly are helpful when it comes to assessing whether customers are having negative experiences and whether their loyalty is at stake, among other concerns. But, points out Clarabridge CEO Sid Banerjee, “an agent almost never types word for word what the customer says,” nor will they necessarily characterize callers’ tones as angry, confused, and so on. With the ability now to take the recorded conversation and turn it into a transcript, the specific emotion and sentiment words are there along with the entire content of the call to be run through Clarabridge’s text and sentiment algorithms.

“You get a better sense of the true voice of the customer and the experience of that interaction – not just the agent perspective but the customer perspective,” Banerjee says.

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Medallia Raises $50M to Decode Customer Sentiment

medGeorge Anders of Forbes reports, “Medallia is $50 million richer, thanks to a new infusion from one of Silicon Valley’s top venture firms: Sequoia Capital. The new money will help the Palo Alto, Calif., customer-insights company expand geographically and tackle one of software’s trickiest challenges: decoding the noisy rumbles of public sentiment. Medallia helps big companies such as  Nordstrom, Best Western, Lego and Telstra figure out what customers really think about various products and services. A generation ago, direct feedback was scarce. Now, if anything, there’s too much of it. Add up everything being expressed on Twitter, Yelp, TripAdvisor, e-mail surveys and old-fashioned comment cards — and company executives can feel as if they’re drowning in too much information that keeps arriving hourly in haphazard form.” Read more

Alta Plana Takes The Pulse Of Text Analytics

wordcloudSeth Grimes, president and principal consultant of Alta Plana Corp. and founding chair of the Sentiment Analysis Symposium, has put together a thorough new report, Text Analytics 2014: User Perspectives on Solutions and Providers. Among the interesting findings of the report is that “growth in text analytics, as a vendor market category, has slackened, even while adoption of text analytics, as a technique, has continued to expand rapidly.”

Grimes explains that in a fragmented market, consisting of everything from text analytics services to solution-embedded technologies, the opportunities for users to practice text analytics is strong, but that increasingly text analytics is not the main focal point of the solutions being leveraged.

Reflecting the diversity of options, respondents listed among their providers a number of open-source offerings such as Apache OpenNLP and GATE, API services such as AlchemyAPI and Semantria, and enterprise software solution and business suite providers like SAP. The word cloud above was generated by Alta Plana at Wordle.net to show how users responded to the question of companies they know provide text/content analytics functionality. Nearly 50 percent of users are likely to recommend their most important provider.

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Corporate Social Media: Sentiment Tracking Is Up, But Other Metrics Are Out of the Mix

insightThe State of Corporate Social Media is … well, strong might be too strong a word for it. The recently released State of Corporate Social Media Briefing 2014, from USM (Useful Social Media) finds – among other things – that social media team sizes are being reduced, fewer budgets are increasing, and fewer key performance indicators are being measured.

It’s not all negative. In fact, report author and USM founder Nick Johnson concludes that all together, its results could be interpreted as indicating that “social media within companies is beginning to mature, and the drive to leverage social to its full extent is undiminished.”

That said, the data equally could be interpreted to mean that “social media within companies is stagnating, and there’s an increasing lack of resources available to those within business to move forward to full leverage social’s potential.”

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Attensity Adds to Patent Portfolio for Unstructured Data Analysis Technology

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Redwood City, CA – July 8, 2014 – Attensity (@Attensity), the leading provider of corporate insight solutions based on proprietary data contextualization, today announced the issuance of US Patent No. 8,645,395 on unstructured data sentiment analysis. This patent was awarded to Biz360 Inc., a wholly owned subsidiary of Attensity Group, Inc., and adds to the nearly dozen that Attensity currently holds for analysis of unstructured data. Read more

Sentiment Mining for Real Time Insights on Twitter

 

syKalev Leetaru of Wired recently wrote, “For its flagship new reality show Opposite Worlds the Syfy channel wanted to let the audience ‘remote control’ the show via social media. I worked with Syfy to create what ultimately became its real-time ‘Twitter Popularity Index.’ The Index combines the intensity of conversation around each character, the number of unique discussants, and the emotion of that discussion using a new sentiment engine powered by over 1.6 million words, phrases and common misspellings and colloquial expressions. Using our Index, Opposite Worlds records across the board in Twitter engagement for a cable television series.” Read more

TransProse Uses Sentiment Analysis to Turn Novels into Music

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Katharine Gammon of Inside Science reports, “When reading a novel, it’s common to let one’s mind wander into the imaginary: What might these characters look or sound like? Now, a new project uses algorithms to translate the emotions conveyed within a text into music that reflects the same sentiments. TransProse, as the project is called, is a collaboration between Hannah Davis, a New York-based programmer and artist, and Saif Mohammad, a research officer at the National Research Council Canada in Ottawa. The inspiration for the project came when Davis was in a master’s program for creative communication technology.” Read more

Load-Control: Semantria Takes On The Social Media Surge Infrastructure Challenge

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Image courtesy: Flickr/Webtreats

Semantria is tackling some of the challenges that come with being a cloud-based social media services provider startup. The company offers a text and sentiment analysis service (which you can read about here) to clients and partners. That includes companies like Sprinklr, which manages the social customer experience for other brands with the help of Semantria’s API for analyzing social signals about those clients.

The good news is that with growing social data volumes, there’s a growing need for semantically-oriented services like Semantria’s that help businesses make sense of that information for themselves or their clients. The downside is that a huge surge in volume of social mentions around a company, its product, or anything else can hit such services hard in the pocketbook when it comes to acquiring the cloud infrastructure to handle the tidal wave.

“Everybody suffers from this kind of thing,” says Semantria founder and CEO Oleg Rogynskyy. “We experience it daily.”

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Twitris Measures Sentiment About Indian Elections

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Oneindia News recently shared a new case study of how Twitris was used to measure sentiment about the current elections in India. The article begins, “Based on 900,000 tweets collected from 15 states about three major political parties (BJP, Congress and AAP), our analysis shows how people talked about and reacted to each political party. Using Twitris, their Collective Social Intelligence platform, the researchers at the Ohio Center of Excellence in Knowledge-enabled Computing (Kno.e.sis) at Wright State University processed each tweet to compute sentiment about the mentioned political party. One parameter to measure popularity is to check which political party gets most positive sentiment or least negative sentiment. Just counting negative (or positive) sentiments on a politician provides, as in this Deccan Herald story, provides little useful information about the state of electorate.” Read more

SNAP To It: Dell Proposes Way Of Seeing Returns On Social Media Investments

shreeAre you seeing a return on your investment in social media? When the question about whether such returns exist was put to the audience at the recent Sentiment Analytics Symposium by Shree Dandekar, Dell Software’s chief strategist and senior director of BI and analytics, only a few hands went up. But Dandekar explained that it’s more possible to realize returns than many people may believe.

Dell’s Social Net Advocacy Pulse, or SNAP, tool and program is designed to help drive those returns. “Social ROI is not a myth but a reality,” Dandekar said. “It starts with a social media strategy and text analytics is a crucial underpinning of that journey,” which takes a company from social media listening and monitoring, to capturing and aggregating data from that, to engaging on and deriving insights from social media, to bringing that information into context with enterprise data for better lead- and opportunities-tracking. Dell is an in-house user of SNAP, bringing in 25,000 to 30,000 conversations a day for dell, he noted, and it runs a Social Media Command Center for facilitating listening to those conversations.  (It also helps customers implement their own Command Centers.)

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