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What Is Text Analytics?

Text analytics is a technology that can automatically collect and extract insight from written information from documents, email, chat, social media, and other sources. Using machine learning and AI-power technologies to transform unstructured text into structured data that can be searched and analyzed, text analytics allows businesses to glean meaningful, actionable intelligence from vast amounts of written content.

How does text analytics work?

Text analytics software analyzes text to comprehend meaning in the same way that humans read text. Natural language processing (NLP) technologies analyze words and sentences to understand the meaning of the text, the emotional content, and the message being communicated. Text is transformed into machine-readable, mathematically interpreted formats, making it easier to mine the content for insights. Text may be mined for sentiment, intention, trends in behavior, and conceptual insights.

What are the benefits of text analytics?

In the information age, businesses have access to mountains of written information that could reveal insights into consumer perspectives, product performance, and other invaluable insights. Extracting intelligence from these documents manually is prohibitively time-consuming. Text analytics allows businesses to extract, organize, and interpret insight from text-related sources at scale.

What is text analytics used for?

Text analytics has many uses. With a powerful text analytics solution, businesses can:

  • Identify customer trends that may signal opportunities or threats.
  • Improve product performance with clear insight into customers’ product experiences.
  • Enhance marketing by analyzing the text customers engage with and providing more targeted, contextual messaging.
  • Monitor brand reputation by analyzing text from customer communication via email, chat, and social media.

What is text analytics used for in the contact center?

Text analytics can play a significant role in improving contact center performance. Managers can use text analytics to monitor agent performance across all text communications, enabling continuous coaching to improve behavior and outcomes. Text analytics can reveal ways to enhance [customer experiences]( with contact center agents, building customer satisfaction and loyalty. Text analytics solutions can also improve regulatory compliance by monitoring conversations to ensure that agents adhere to all regulatory and internal requirements.

What is text analytics vs. speech analytics?

While text analytics uses natural language processing (NLP), artificial intelligence, and machine learning to understand the meaning of written text, speech analytics uses the same technology to extract insights from spoken text.

What is conversation analytics vs. text analytics?

Conversation analytics combines both speech and text analytics to provide an omnichannel solution for extracting intelligence from conversations. With omnichannel conversational analytics, companies can more easily track and improve the customer experience across every touchpoint in the customer journey.

What is conversation intelligence?

Conversation intelligence is the insight and information that can be gleaned from customer conversations through conversation analytics.

What type of text analytics does CallMiner offer?

CallMiner offers text analytics as part of a comprehensive platform for analyzing omnichannel customer interactions at scale. The CallMiner Eureka conversation intelligence platform makes it possible to analyze 100% of customer conversations from calls, chat, email, SMS texts, surveys, web, and social media. To analyze interactions at the deepest level, CallMiner employs machine learning and AI-powered analytics that correlate text-based and audio interactions, using transcription and acoustic measurements to understand meaning, emotion, and intent. With text analytics and conversation intelligence from CallMiner, businesses can connect the dots between insight and action to drive business improvement, growth, and transformational change.