Text Mining for Customer Feedback

by Theo

Text Mining for Customer Feedback

by Theo

by Theo

Underlined introduces a fully automatic text-mining solution for customer feedback analysis.

Would you like to know what customers say about you in  customer feedback, without having to read everything?  Would you like to know how often customers say that you do not meet their expectations and when and where that happens? For these questions and more, Underlined has developed a fully automatic tekst-mining analysis solution which can be applied on all your (open) feedback flows. All you need to do is to connect (via an API) to our Underlined Hub for CX Analytics and you will receive specific topic categories and within those, the most important topics with their  associated sentiment. This, with all your other feedback data,  can then be directly visualised in clear management dashboards, so that you can  discover directly where your biggest improvement opportunites  can be found:

Accurate, scalable and flexible

Our approach is accurate, scalable and flexible enough to meet the needs of our customers in different industries and for different purposes within the CX domain. In recent years, together with leading universities, we have developed extremely strong text mining solutions for various industries and have implemented those in many organisations in the Netherlands. We have appropiate and continuously learning taxonomies with a very high level of reliability. As a result, these organisations have a better understanding of their customers and which actions contribute most to improving customer service. 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 Underlined Text Mining API service © offers different types of insights:

Sentiment scoring Discover how customers think about your brand or a particular subject, by analysing plain text for positive or negative emotions. The analytical models have been pretrained using an extensive body text and the natural language technologies of Underlined. For selected languages, the API can analyse any plain text you specify and pass the results directly to the initiating application.
Topic detection Automatically extract key terms to quickly identify the main topics. From the text “The food was delicious and the service fantastic”, the Underlined Text Mining API service ©, for example, returns the main topics: “Food” and “Service Fantastic”.
Available industries Financial services; both insurance and banking. In addition; publishers, telecom, retail,  travel and utility. And many other industries currently in development. Check for availability!

Do you want to connect other data sources, such as chat or e-mail, in addition to customer feedback? Underlined offers those solutions also. Learn more /Please contact us!

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