Clarabridge Announces Platform Updates for Customer Sentiment Analysis and Enhanced Data Insights

Nov 14, 2017

Clarabridge, Inc., a provider of Customer Experience Management (CEM) solutions, has announced several key updates to its customer intelligence platform. Building on its text analytics engine, these new features make it easier for users to understand how customers are feeling and drill down to root-causes.

Clarabridge’s latest enhancements allow users to leverage real-time customer data, empowering front-line responders with the insights they need to manage feedback and improve the customer experience. New features include:

  • Images Speak Louder than Words – Clarabridge now analyzes the intended emotion in emoticons and emojis, evaluates sentiment, emotion, and effort, as expressed by customers and reports on them with unparalleled accuracy through the CX Suite
  • Weed Out Noise and Act on Key Feedback – Platform updates leverage Clarabridge’s NLP technology, the latest Machine Learning techniques, and industry knowledge based on millions of feedback records. This allows organizations to differentiate between requests requiring response and non-actionable items that can be handled through automation and customizable, pre-written responses. For example, the new “cries for help” function can be used to trigger alerts and respond to customers directly within Case Management.
  • Better Understand CX in your Contact Center –Clarabridge released two new categorization models to jumpstart analysis. The Experience Model can be used to gauge experience issues for both agents and customers, such as quality of the call, agent clarity, hold music, and so on. The Operations Model helps uncover unstructured feedback about common operational indicators, such as first call resolution and number of transfers. Data from both models can be immediately translated into actionable insights.
  • Fully Control How you Slice and Dice Data – Employees at all levels are now more empowered by advancements in dashboard filters. They not only streamline the data analysis process, but also add depth to analysis, with the ability to easily filter across all reports and create custom dynamic date ranges using time period definitions that remain up-to-date.

Additionally, Clarabridge has added multiple features to help share CX insights across the organization and create interactive dashboards that allow end users to explore data and discover insights on the fly.