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.

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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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Operationalize Insights Throughout Your Organization

Clarabridge can help make sure your insights permeate to critical functions of the organization, including product, call center operations, marketing, legal and liability, and digital experience teams. Securely deliver the right data to the right people so they can affect change in your business.

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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.

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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.

Case Study

Acer Dives Deeper into Customer Concerns with Clarabridge

CHALLENGE Acer America, a regional division of Acer Computers, was already gleaning valuable information about product defects and replacements from its customer feedback data, but it want...

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Case Study

Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations

CHALLENGE As part of the financial services industry, Check Into Cash must adhere to strict compliance regulations when providing customer service. The need to monitor customer interaction...

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