Clarabridge API

Customer information is scattered across a variety of listening posts throughout an enterprise and across the web and until now all reporting and analysis could only be done on the 20% of structured data – for example, EFM vendors routinely analyze predetermined closed-ended survey responses but have no ability to analyze the unstructured, open-ended ones. The real value of all this customer data is trapped within notes fields, survey verbatims, email text, or social media posts to name a few, which represents 80% of the data captured by these vendors. Vendors can now extend the value of their applications by leveraging Clarabridge’s Roundtrip API to harness actionable customer intelligence from this unstructured data.

Augment your offering with Clarabridge’s sentiment and text analytics technology

Clarabridge Roundtrip API offers a comprehensive set of operations that enables vendors to augment their applications with Clarabridge’s sentiment and text analytics capabilities, right out-of-the-box. When data is fed through the API, the Clarabridge engine seamlessly provides categorization, sentiment, and NLP results in real-time enabling businesses to respond quickly and wisely to market events. Designed using Enterprise Architecture, it provides robust and flexible analysis operations that leverage increasing volumes of customer feedback.

The following operations are offered within the Roundtrip API framework:

Process Document: This operation processes verbatim and its associtated structured attributes through the Clarabridge engine in real-time to provide sentiment and classification results directly back to the calling application. This operation is useful for tighter integration of the Clarabridge solution with the application providing near instantaneous sentiment and classification. For example, when the user has typed in information within the application, they can be presented with categorization and sentiment results in real-time that might be used to trigger action within the application.
Submit Document: This operation allows a verbatim and its associated structured attributes to be submitted for subsequent processing by Clarabridge. When called, this API operation will store the verbatim and its structured attributes in the Clarabridge solution. A separate dataflow may be configured and scheduled to process the stored verbatim through the Clarabridge engine for incremental processing. This operation is helpful in situations where the source system (survey tool, feedback form, CRM application, et al) capture information in a transactional process. By integrating a call to the Clarabridge API Submit Document operation, the overall process may be streamlined reducing the need for a nightly batch process.
Reset Cache: This operation is used to synchronize the real-time service with the latest changes in the sentiment and categorization models. This operation is typically used during development of classification models and not frequently used once models are in production. Any time the classification model is changed due to a new categorization node, an altered rule, or additional sentiment tuning performed, the reset cache operation should be called in order for the API to pick up the latest version.

The Roundtrip API is designed to empower developers and partners to implement highly customized, functional, and powerful applications quickly and inexpensively to achieve the fastest time-to-value. Some examples of how the API framework can be used within an enterprise eco-system:

On-line survey tools could submit survey responses directly to Clarabridge for later analysis by its users inside Clarabridge Navigator, white-labeled with their corporate brand.
Social-media analysis applications could categorize and receive sentiment scores in real-time, at the clause level, and integrate the results into their native application GUI.
Enterprise customers can feed customer contact center notes directly from their CRM applications to Clarabridge for voice of the customer analytics.
Churn- or fraud-prevention teams can use the Clarabridge API to extract key themes, sentiments, and NLP results to feed directly into predictive models.
Blogging software could send new blog posts through the Clarabridge API to extract topics, sentiments, and key words and linguistic connections to tag the posts with RDF tags for Web 3.0, the semantic web.
Hedge funds could receive sentiment about various companies and topics to influence program trading algorithms in real-time.

Key Features

Text analytics: Clarabridge’s award-winning sentiment and text analytics platform that helps customer-centric companies access, analyze, and act on customer experiences, is built on a proprietary Natural Language Processing (NLP) engine. It understands the syntax and context of all the elements of the text — the parts of speech and entities, facts and the linguistic clauses and relationships from any text based source of data. This exhaustive approach to NLP creates a foundation to ensure the resulting analysis is comprehensive and accurate.
Sentiment analytics: Clarabridge’s advanced Sentiment Scoring automatically understands negation, conditional sentiment, and other linguistic nuances to provide accurate context and insight about attitudes expressed in customer feedback. Sentiments can be tuned via the Clarabridge Navigator interface to allow for concepts specific to any organization or industry.
Classification suite: Clarabridge’s Classification Suite uses a combination of auto-classification, rules-based classification, and statistical machine learning classification approaches. This industry leading approach creates an optimum level of precision and recall with the least amount of effort.
Accessibility: Clarabridge API is packaged as a Web-accessible service. Developers can use the wide variety of pre-built operations to easily access data from any client, using Web Services standards.
Adherence to Industry Standards: By supporting open standards such as XML, Java, and Web services, the Clarabridge API enables development on multiple platforms and programming languages.
Open, Functionally Rich API: Developers have access to the entire range of Clarabridge functionality through the API that comprises the foundation of the Clarabridge platform in an easy-to-use rich API framework.
White Labeling Capabilities: The Clarabridge Navigator can be customized to include 3rd party application logos and color for a seamless experience to end-users.

Benefits at a Glance:

Enhanced value growth: Clarabridge API enables application providers to develop incremental business opportunities and improve customer satisfaction by addressing their customers’ core customer experience management initiatives.
Fastest time-to-value: Clarabridge API is quick to develop and deploy with minimal programming skills to help application providers achieve the fastest time-to-value.
Low cost of development: Leverage investments in existing applications. With an intuitive development environment and adherence to industry standards, highly customized and powerful CEM applications can be developed quickly and inexpensively.
Robust integration: Designed using layered, object-oriented web architecture, the APIs enable seamless integration, reusability, and extension of the Clarabridge platform.
OEM and System Integrator-friendly platform: With built-in security, scalability, and incremental processing capability, the Clarabridge API is designed to suit enterprise business needs and is accessible from any client, using Web Services standards.
User-friendly: Comprehensive documentation is provided to guide developers as they extend their applications to integrate with Clarabridge.
Open Standards: Reduce development time and future risk through the use of open standards.

To learn how to use the Roundtrip API click here.