The Technology Behind Clarabridge

In transforming customer feedback into strategic, actionable information, Clarabridge has developed a robust technology to identify and compile the best available customer experience intelligence to drive your strategic and operational business decisions.

Our content mining process involves three integrated components:

1. Collect and Connect:

Clarabridge's source connectors allow easy access to external and internal customer information, harvesting content from all of your listening posts.

2. Mine and Refine:

Once all textual content is sourced, Clarabridge extracts meaning through its fully integrated and automated features. Millions of verbatims transform seamlessly into actionable information stored in a data warehouse and then combine with relevant structured data for a true 360 degree view of customer experience.

3. Analyze and Discover:

Clarabridge provides two interfaces with a range of functional and analytic tools: Clarabridge Reporting and Analysis and Clarabridge Navigator.

Roll over interesting areas of the diagram for more information on our content mining process.

Unstructured Data Sources

Clarabridge provides the capability to process 100% of customer verbatims, including call center notes, surveys, discussion forums and email. Embedded within this feedback are both structured fields and free-form text fields.

Feedback Collection Module

Along with connecting to pre-existing internal and external feedback sources, Clarabridge also has fully integrated functionality to allow customers to distribute, manage and collect real-time customer feedback via surveys, web forms, and other feedback tools.

Natural Language Processing

Our proprietary Natural Language Processing or NLP engine converts free-form text into a machine-readable format. Our deep parsing technology extracts parts of speech, linguistic relationships, and other grammatical information.

Categorization

Categorization automatically classifies concepts and issues discussed into predefined categories. Using a combination of rules and automated machine learning methods, Clarabridge compiles comments and issues into an unlimited number of categories.

Sentiment Extraction

Clarabridge's Sentiment Extraction isolates and identifies attitudes, perceptions and feelings as expressed by consumer feedback. A clear understanding of how customers think and feel is revealed, as Clarabridge automatically interprets the meaning and context of the text.

Clustering

The clustering component automatically bubbles up interesting themes within a particular category, which helps create sub categories and highlights commonalities within a particular category. This feature enables an understanding of unknown causes or "other" categories.

Entity and Fact Extraction

Clarabridge's Entity and Fact Extraction identifies named entities with associated facts and events. Clarabridge also uncovers critical links between structured and unstructured data for deeper understanding.

Structured Data Integrator

Clarabridge combines unstructured text-based information with the structured, or quantitative, data. Through this feature, users receive a complete 360° view of their customers' experiences.

Clarabridge CMP Administrator

The Clarabridge CMP Administrator allows the configuration of data flows that source feedback, applies text transformation modules, and loads the output into an analysis schema. The system can be configured to operate either on a scheduled basis or on an ad-hoc basis.

Transformed Data

Clarabridge creates an efficient and effective way to manage large volumes of transformed text-with a patented schema design that allows users to drill down completely to a specific customer verbatim.

Clarabridge Reporting & Analysis

Through the use of an enterprise reporting framework, business users apply analytical and statistical tools to identify, rank, and quantify issues captured in customer listening posts. Users then can utilize dashboards and reports to view their customer experience data.

Clarabridge Navigator™

The Clarabridge Navigator™ enables non-technical users to adjust and tune business views "on-the-fly", whenever business, market or other customer experience conditions change.

Web Services API

Clarabridge provides an open API to communicate with other enterprise applications, such as speech analytic applications, statistical analysis tools, or in-house reporting and analysis applications. This API can programmatically access Clarabridge's server functionality via web services.

Products & Services

How Content Mining Works