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.
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