Text Mining on Customer Feedback

Text Mining on Customer Feedback

by Maartje Luinenburg

Underlined offers a fully automatic text mining solution for customer feedback analysis

Would you like to understand what customers say about you in open feedback, without having to read the large amount of text? For example, would you like to know where there are points for improvement in your services, so that you can tackle this in a targeted manner?

To provide these insights, among others, Underlined offers a fully automatic solution to do text analysis on your feedback flows. All you need to do is connect (via an API) to our Underlined Hub for CX Analytics. The open answer from the customer is enriched per record by the Text Mining API with the most important topics and sentiment. It is possible to visualize this, together with all your other feedback data, in clear dashboards. In this way it is immediately clear where your greatest opportunities lie:

Scientifically proven

In recent years we have developed extremely strong Text Mining solutions together with leading universities. Our solution is scientifically based and the reliability is very high because we continue to train our models. Our approach is accurate, scalable and flexible enough to meet the needs of our customers in different industries and for different uses. The service is now active with several customers in various branches. Read customer experiences from a bank, travel agency, telecom provider and insurer.

Do you want to connect other sources, such as chat or e-mail, in addition to customer feedback? Underlined also has solutions. To learn more, please contact us!

Different insights

The Underlined Text Mining API service © is a cloud based solution that provides advanced processing of natural language for plain text. The API connects to the Underlined Hub for CX Analytics ©, a collection/framework of machine learning and AI algorithms, which can be used directly as part of your Customer Experience Management program. The service offers different kinds of insights:

Sentiment scoring Raw text is analyzed for indications of positive and negative feelings.
Topic detection Key terms are automatically extracted from the text so that the key points are quickly identified.
Available taxonomies Automotive, Banking, Energy, Healthcare, Health Insurance, Insurance, Municipalities, Pension, Publisher, Retail, Telecom. There are always new branches in development, so check for availability!
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