March 1, 2010 00:00 AM

/Clarabridge, Inc., the leading provider of text analytics software implemented by many Fortune 1000 companies to improve customer experience management (CEM), today announced the Beta launch of Clarabridge® Self Service, a new version designed to enable smaller organizations, departments, market research firms to upload and analyze their text-based emails, survey open-end verbatims, transcripts, social media content, and any other textual data source via a fully self-service online portal. This offering, launched on February 22nd , builds on the successful, widely-deployed technology of Clarabridge Enterprise, which focuses on customer experience management and other text analytics initiatives for large enterprises. For a limited time, beta users can analyze up to 10,000 text verbatims free of charge.

Clarabridge Self Service delivers similar functionality found in the Enterprise product, and provides organizations with a quick and easy to use way to upload and analyze their text-based data. With the introduction of Self Service, any organization can use the same sophisticated natural language processing (NLP) technology on their customer feedback and other textual data. Clarabridge Self Service automatically organizes text into categories, determines multiple levels of positive and negative sentiment, identifies emerging trends, and includes on-line interactive exploration, reporting, exporting, and root cause analysis features. The Clarabridge Self Service offering enables:

  • Automatic linguistic “reading” of text and enables ad-hoc searching and filtration;
  • Categorization of the text at detailed sub-document, sentence, and clause levels;
  • Identification of varying levels of positive and negative sentiments and what they relate to;
  • Analysis of root cause, emerging issues, and trends, and;
  • Capability to drill down to the original text to understand any areas of interest.

“We are very excited to be the first text mining provider to offer an on-line self service capability,” said Justin Langseth, president and CTO, Clarabridge, Inc. “With the largest R&D focus in the industry and deep technology expertise, Clarabridge is in an excellent position to deliver all the advantages of our Enterprise product for this new emerging market. Now anyone in the world can upload their textual data to our hosted application and Clarabridge can read, categorize, assign sentiments, and linguistically analyze it hundreds of times faster than is manually possible. And with our 10,000 record free trial, there’s no reason not to give it a try.”

Many other text analytics products do not offer an end-to-end solution that includes every component needed to accurately classify, determine sentiment, and deliver useful analytics. The Clarabridge solution consists of:

Upload Wizard: This wizard allows users to upload their data into Clarabridge’s secure hosted environment and ensures that both structured and unstructured fields are properly joined together.

Clarabridge NLP Engine: The Clarabridge advanced NLP engine automatically “reads” the uploaded text hundreds of times faster than is manually possible, and breaks down the full linguistic structure of every sentence and clause. While this happens behind the scenes, the full linguistic understanding of the text is stored and utilized by Clarabridge’s exploration, categorization, sentiment, event detection, and root cause analysis engines.

Clarabridge Navigator: This easy-to-use online portal helps users gather initial understanding of the linguistic findings of the system: what their text talks about and interesting themes and topics.

Classification Suite: The classification suite provides a variety of options for users to create and edit their category models. Users can select pre-built industry-specific category models, import/reuse other models, auto-generate a model from their data, or begin from a blank slate. All of Clarabridge’s advanced categorization methods, including linguistic machine learning, are available in the self-service offering.

Sentiment Scoring: Clarabridge Self Service includes Clarabridge’s sophisticated sentiment analysis engine, which automatically assigns varying levels of positive, negative and neutral scores to the granular attitudes expressed in the feedback, and can aggregate sentiment scores at various levels. It automatically understands many forms of negation, conditional sentiment, and various other linguistic nuances to provide an accurate analytical view.

Reports: The reporting suite includes standard reports and visualizations; filtering; drill down into categories, subcategories, clusters, words, linguistic connections, and structured data; visibility into the sentence and full verbatim; and export capabilities.

About the Clarabridge Self Service Beta Program
Individuals who wish to mine text-based customer feedback or other textual sources are welcome to apply to join the Clarabridge Beta Program at The program includes full access to all of its features and participants can upload, process, and analyze up to 10,000 verbatims free.

General availability of Clarabridge Self Service and pricing models will be announced later this year.

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with universal views of their customers through automatic collection, classification, sentiment analysis, and reporting on text-based verbatims found in voice of the customer feedback channels. The result is improved marketing, product/service offerings, operations and customer service. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit