With text analytics integrated into our VoiceAnalytics platform, contact centers have that capability to get a 360-degree customer view coming from any communication channel. An agent can be assigned to either text or voice analytics or both solutions.
The AI-fuelled software analyses text from emails, chats, social media interactions, reviews, surveys and Net Promotor Score comments by automatically recognizing the positive and negative meaning of phrases and summarizing the answers’ key topics and hidden patterns with near human-level precision.
The text capabilities is added to the speech-to-text functions and real time alerts. This gives a new angle to emotion analytics: True Emotion detection is based on speech markers rather than keywords, but text analytics combine both for an even higher accuracy.
How does text analytics work?
Positive and negative phrases are recognized as well as connecting topics, brands, places and persons. Any highlighted phrase gets an Opinion Index with a score that is added up to give an overall rating of the text. Irony, which is often used in comments and reviews is categorized as negative rather than positive.
Key topics and keywords are identified with the number of mentions and polarity (positive or negative) to bring attention to focus areas. Alerts and notifications can be set up for example for negative emails or topics that require immediate attention.
The text analytics integrates beautifully with voice analytics and on the dashboard contact center agents can view how they are performing.
Topics in calls are categorized automatically as positive and negative and are plotted against emotions associated with the content to visualize their TNPS rating and opinion index.