Clarabridge for Customer Experience
Go beyond natural language processing (NLP), sentiment, and data categorization to measure effort, emotion, intent, and root cause analysis using both rules-based and machine learning approaches to AI.
How We Do It
Analyze Every Sentence with Our AI-Powered NLP Engine
Clarabridge uses text analytics to provide a highly effective means of considering what customers are saying, taking you beyond natural language processing to a more complex, contextual understanding of comments.
Listen & Connect to Every Conversation from Any Source
Whether it’s calls, emails, chats, surveys, social interactions, ratings and reviews, or forums, Clarabridge connects to hundreds of sources and collects all of your customer feedback in one place. With the click of a button, data connectors pull insights from all sources of feedback, both solicited and unsolicited, to give you a peek into the entire customer journey.
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Evaluate Customer Effort
Automatically understand how much effort your customers put forth with the Clarabridge Effort Score. This metric is derived directly from keywords in feedback and should be considered alongside sentiment and other KPIs to inform better-designed solutions.
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Analyze Sentiment
Overcome the limitations of other sentiment analysis techniques by combining lexical and grammatical approaches to analyze sentiment at the clause level. Clarabridge has the unique ability to accurately capture the degrees of variation on its 11-point sentiment scale and to handle the nuance of different contexts.
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Pre-Built, Easy Categorization
Group text data into related buckets that make sense for your industry and the issues you are looking to solve. Clarabridge has hundreds of industry models and out-of-the-box templates that make it easy to categorize as much of the data as possible and as accurately as possible. This method enables easy reporting and promotes discovery of data-driven insights.
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Empathize More with Emotion Analysis
Tap into how customers feel when engaging with your company, products, or service. Examining and understanding emotions with Clarabridge’s models helps analysts empathize with their constituents and think about how specific actions or policies might result in certain feelings.
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Intent Detection
Clarabridge uses AI-powered semantic analysis strategies to identify 21 different kinds of intents specifically relevant for customer experience analytics. Isolate requests, praise, cries for help, churn, and even legal disclosures in your customer feedback.
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Personalized Dashboards for Every Department
With pre-built templates and robust, customizable dashboards, you can meet every team’s reporting needs and provide them with the most relevant view of the data. With governance features, you’ll never have to worry about who has access to what data.
Mobile Access
Clarabridge knows that access to customer feedback is critical to executives on the go and managers on the ground. Easily access your operational dashboards on mobile devices and respond to customer feedback that needs attention in real time.
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Close the Loop with Case Management
With Clarabridge Case Management, agents can create cases for customer inquiries or issues and directly respond to customers from within the platform. With smart filtering and routing, you can empower team workflows and reach fast resolution.
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Comparative Assessment: Clarabridge vs Legacy Speech Analytics
Digital transformation has enabled modern contact centers to engage with customers across multiple channels that span beyond calls. However, many contact centers still rely on legacy speech analytics tools and do not get a complete picture of the Voice of the Customer.
In our latest eBook, we describe how Clarabridge stacks up based on 7 criteria that cover omnichannel analytics, speed to insight, scalability, & transcription quality.
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