With text mining, a software maker more clearly deciphers the "voice of the customer." Millions of customer contacts-at blog posts, user feedback captured in the call center and through emails along with comments on product review sites-are aggregated and analyzed, creating a rich body of intelligence on customer sentiment which they leveraged to improve product planning and to reduce user issues.

A large financial institution helps their client service managers understand and correct account issues, and to alert them to risky or opportunistic trends. Clarabridge connected to a variety of sources such as the call center, customer email and IMs and the bank’s CRM management system. The resulting analytical capabilities decreased customer churn and identified a possible new product based on reoccurring requests from a certain customer demographic.

A pharmaceutical manufacturer seeking to improve customer service and loyalty used text mining to quantify customer attitudes and needs, discern drivers of loyalty for various customer segments, reveal competitive threats and opportunities, measure the impact of marketing programs on sentiment and innovate products. Analyzing call-center notes, email exchanges and instant-message traffic from thousands of support cases enabled the company to make dramatic improvements that would be impossible if leveraging structured data alone or if manually processing the support cases.

A video game publisher uses CMP in order to harvest and convert an unmanageable quantity of player feedback and internal QA database information into insight that their analysts use to provide game design changes, improve product quality and track market sentiment. The organization now effectively monitors all feedback sources to gain a greater understanding of their market and capture more retail shelf space.

A global research and marketing firm leverages consumer generated content from various web sources to understand the attitudes, motivations, and opinions relative to various categories of goods and services of the firm's clients. Using Clarabridge's Content Mining Platform™, the firm efficiently harvests these online conversations, analyzes them with their existing business intelligence tool, MicroStrategy, and quantifies the success of their marketing programs. This value added service creates a competitive edge for the marketing agency.

A healthcare organization seeking to improve medical quality uses text mining to cull unstructured information sources such as patient care notes. The organization extracts data from patient medical records and discharge summaries and merges that data with patient demographics and treatment histories. The organization is empowered to measure treatment efficacy based on symptoms, sex, age, weight and other critical factors-while "de-identifying" patients to maintain Health Insurance Portability and Accountability Act (HIPAA) compliance-and ultimately improve success rates with various treatments.

A large insurance agency wishing to analyze widespread claims documents, call center transcripts and customer information found that most of this data was unstructured and sorting through this information would take too long to identify activities proactively. With Content Mining Platform, the risk managers uncover information, which helps them limit the company's exposure and analyze unstructured data that, even in a best-case scenario, would have otherwise taken months to spot.

A large oversight agency charged with identifying fraudulent activity among publicly traded companies leverages text mining to glean clues on poor corporate governance from mostly unstructured, publicly available U.S. Securities & Exchange Commission (SEC) filings. Using pre-built analytical reports, investigators easily hone in on trends, statistical anomalies. Analysis that previously took months of human processing is efficiently and effectively automated to quickly identify suspicious behavior.