Posts Tagged ‘Text Analytics’

How To Really Hear The Voice of the Customer

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Image courtesy: https://www.flickr.com/photos/carbonnyc/

There’s a whole lot of customer information out there, including the verbatim comments companies record as part of customer call center surveys or other voice-based interactions. At Verizon Wireless, for example, more than 190 million customers call in daily, weekly and monthly, and sound bites from them during after-call surveys, each a few seconds long, added up to about a ton of data that wasn’t being factored into its customer analytics efforts.

“We had the information, the WAV files, but we couldn’t analyze them with the same lens and same tools” Verizon was bringing to the text – emails, social media, surveys, and so on – commentary from its customers, according to Lorraine Schumacher, Director of Operations Customer Business Intelligence at Verizon, during a recent webinar hosted by customer experience management vendor Clarabridge. Verizon had been using Clarabridge’s technology to monitor its various listening posts to drive strategic business decisions based on analyzing text and sentiment in social media and other sources.

Now, it saw an opportunity to transcribe its WAV files of direct customer feedback so that the information in them could be processed and analyzed to support those same ends. Speech recognition and analytics vendor Voci Technologies partnered with Clarabridge to support those goals.

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Lexalytics’ Semantria Accommodates Text Analytics Abroad

lexsemInternational expansion has been a focus for cloud-based text and sentiment analytics vendor Semantria since its acquisition by text mining vendor Lexalytics over the summer. This week, that’s being addressed by adding enterprise text analytics servers in Europe, to address compliance with EU privacy laws around the location of personal data, as well as making its services available in Arabic, Russian, Japanese and Malay.

Lexalytics’ Semantria SaaS and Excel text-mining platform has a few clients in Europe so far, including among them several large social media monitoring and voice-of-the-customer clients that it’s signed up in the last quarter, according to Seth Redmore, VP Product & Marketing Lexalytics.  eDigitalResearch in the UK is one of them. English, French, German, Spanish, Portuguese and Italian are already among its supported languages, and Dutch should be next on board.

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LinguaSys Launches “GlobalNLP” Natural Language Processing API Portal for Developers

linguasysBOCA RATON, Fla.–(BUSINESS WIRE)–LinguaSys has created a new Application Programming Interface (API) portal, GlobalNLP™, https://nlp.linguasys.com/ to reach the flourishing global developer population building Natural Language Processing applications with their own business logic. GlobalNLP™ enables software developers to understand and extract meaning from unstructured or conversational text across languages.

LinguaSys provides deep understanding of the meaning of textual human dialogue better than anyone. We offer broad language support in over 20 languages, including the more challenging Asian and Middle Eastern languages, the most high quality semantic collection in the industry. Read more

Sentiment Analysis PDF Reports Get Interactive

reportThere’s help available for those looking for a very easy way to share the results of their text and sentiment analytics work. Polyvista, the company behind PolyVista’s text analytics and ChartExpo’s visualization library (covered here), now has another component to add to its pipeline – which already runs unstructured text feedback and survey answers through a text analytics crunching engine, provides a results dashboard, and delivers a charts framework for graphing findings.

Available now is the capability to offer dashboard-free interactive PDF reports that leverage ChartExpo with links that users can click on to go directly to visualizations of results, and vice verse.

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SAS Contextual Analysis Delivers Faster Insight From Unstructured Big Data by Automating Text Analysis

sasCARY, NC–(Marketwired – October 06, 2014) – New SAS® Contextual Analysis software eliminates tedious manual tagging and categorization for structuring unstructured data. For organizations craving big data insight from text such as social media or customer communications, that’s a huge time savings. SAS also added new upgrades across its advanced analytics portfolio. Read more

Turn Your Text Analytics Findings Into Story-Telling Visualizations

SA ChartOnce the complicated job of analyzing text is done, well, it’s not. The next step is to share the findings with others – marketers, sales and additional business personnel who are experts in their domain but not necessarily in text analytics themselves. How to turn that analysis into pictures that can be worth a thousand words?

Visualizing text analytics results is what ChartExpo is all about. Shahbaz Anwar, who is CEO of text analytics vendor PolyVista (see coverage here), is also behind the new visualization library, which was built for PolyVista’s use but now is available for others to leverage. Anwar says that many of the typical, garden-variety visualization tools out there aren’t a good fit for showcasing text and survey analytics results, so the decision was made to leverage the D3.JS framework to build its own libraries upon, which others can now license for use.

“Really what we’re after is how to tell your story with one visualization,” Anwar says.

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MonkeyLearn Unveils its Powerful and Affordable Artificial Intelligence Technology Platform for Developers

MonkeyLearn logoA recent release from MonkeyLearn states, “Developers, startups, and small and medium-sized enterprises (SMEs) now have access to a powerful, customizable, and affordable artificial intelligence (AI) technology platform for text mining, MonkeyLearn. As one of the first companies to meet the demands of a new, sophisticated era of AI, MonkeyLearn will be unveiled in beta today at TechCrunch Disrupt San Francisco. MonkeyLearn’s patent-pending algorithm creation engine allows developers in any industry to quickly and easily create and incorporate text mining capabilities into their own platforms, applications and websites, regardless of their experience with AI technologies. Artificial intelligence technologies for text mining have become a priority for Internet and technology companies, as they allow them to understand users’ interests and provide similar or relevant recommendations.”

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RoadMap Your Text Analytics Initiative

analyticspixWhat best practices should inform your company’s text analytics initiatives? Executive Lessons on Modern Text Analytics, a new white paper prepared by: Geoff Whiting, principal at GWhiting.com and Alesia Siuchykava, project director at Data Driven Business provides some insight. Contributors to the lessons shared in the report include Ramkumar Ravichandran, Director, Analytics, at Visa and Matthew P.T. Ruttley, Manager of Data Science at Mozilla Corp

One of the interesting points made in the paper is that text analytics can be applied to many use cases: customer satisfaction and management effectiveness, product design insights, and enhancing predictive data modeling as well as other data processes. But at the same time, a takeaway is that it is better for text analytics teams to follow a narrow path than to try to accommodate a wide-ranging deployment. “All big data initiatives, and especially initial text analytics, need a specific strategy,” the writers note, preferable focusing on “low-hanging fruit through simple business problems and use cases where text analytics can provide a small but fast ROI.

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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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A Look At The State of Information Governance

igiThis month saw the release of the Information Governance Initiative’s Annual Report for 2014, a study aiming to report the perceptions of information governance practitioners, providers and analysts as well as advance information governance as a concept, market and operational model.

The IGI consortium and think tank was founded by leaders in the information governance field and supported by vendors with semantic tech and text analytics backgrounds, including EquivioHP/Autonomy, OpenText, Recommind  and Zylab. About 500 respondents provided input to the survey.

About 80 percent of these respondents agreed that IG included risk- and value-focused activities, with the focus, however, on risk prevention, with efforts such as records information and management, information security and compliance as the top-marked concepts. That said, more than 50 percent of respondents in each case include among IG’s facets big data, business intelligence, and data science – and IGI believes that the value side will continue to grow, given the significant recent advancements in data analytics and their continuing spread through the enterprise. Given how far IG’s facets extend, “IG should serve as the coordinating function for all of these activities, tying them together into one humming, efficiently functioning operation.”

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