Faster Text Mining Deployments for Customer Feedback Applications

Clarabridge Enterprise 4 includes the addition of an Ad-Hoc Uploader, upgrades to the Natural Language Processing (NLP) and Sentiment Engines, new collaboration tools in the Classification Suite and built-in Early Warnings and Alerts. These new and improved features enable any department to make customer experience improvements quicker by including any feedback desired, customizing analytical models, supporting teams of analysts and business users and delivering the insight when and where needed. Clarabridge Enterprise 4 enhancements include:

NLP & Sentiment Engine Upgrades:
Clarabridge's research and development efforts have resulted in continued improvements in the NLP and sentiment engines for better sentiment and classification results and for easier tuning. Upgrades include:

• Clause-based sentiment and classification
• Core engine enhancements
• Improved foreign language text mining
• Easier tuning for particular industry or application needs.

Classification Suite Updates:
To facilitate optimal classification precision and recall, Enterprise 4 offers enhancements that increase categorization accuracy and adds workflow tools for improved collaboration among customer experience teams. Upgrades include:

• Classification Templates, developed from Clarabridge’s experience in multiple industries, provide quick-start templates for analysts developing category models.
• Collaboration upgrades include the locking of models to prevent changes, rule history and roll back functionality, color-coding as a visual aid for maintaining models, and a preview feature. With these updates, analysts can more easily develop, QA, and maintain models with other team members across their organization.
• Enhanced analysis capability in the Clarabridge Navigator interface to allow users to directly run, view, and analyze the classification results to facilitate optimal classification precision and recall.

Early Warnings & Alerts:
Statistical warning and alert engines help users proactively address customer experience issues by alerting them to anything that exceed defined thresholds. Users can configure the thresholds and delivery methods to suit their needs, and receive real-time notification of any significant event.

Ad-Hoc Uploader:
The Ad-Hoc Uploader allows business users to upload feedback sources for analysis directly from their own browsers via an easy-to-use wizard. While administrators run and monitor million-plus verbatim enterprise sources, this new feature allows market researchers and business analysts to:

• Upload their smaller ad-hoc feedback sources
• Classify through their standard or custom category models
• Extract sentiment
• Analyze the feedback in a completely self-service mode

With this feature, Clarabridge clients continue to enjoy the ability to build a 360 degree view of their customer experiences by systematically incorporating large feedback sources as well as the flexibility of quickly and easily adding smaller, diverse data sets.