alterna experience management

Leverage machine learning-based text analytics that leads to actionable improvement

 

  • ML-based text analytics includes four different models. Sentiment, topic, emotion, and intent.
    • These models work for all open-ended feedback (survey or non-survey feedback)
  • Identify customer demand, support requests, or churn with built-in intent detection
  • Predict customer emotions such as happiness, confusion, anger, and delight at the moment of customer feedback across different journeys and transactions
  • Predict the effects of specific improvement actions on key business metrics such as NPS, retention, and revenue. Prioritize decisions accordingly
  • Create new topics or change existing topics based on your needs to adapt to changing business conditions and measure the right experience faster
  • Use these four models from day 1, chosen domain-specific, or also can be configured for customer needs.
  • Alterna CX text analytics supports multilingual models based on Google BERT modeling. 

Related Resources

How did Koçtaş increase its NPS by 60%? 

The number one home improvement retailer and part of Kingfisher Group in Europe increased Net Promoter Score by 60% only in nine months and boosted its customer-centric culture. Read more

How Can AI Boost NPS Program Effectiveness? 

NPS is a simple metric to measure, but it is not that simple to improve NPS score. A higher NPS score does not always guarantee better performance in business KPI’s. Read More

 

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