Whether you’re using a chatbot, NPS or another means of collecting customer feedback, you will need a reliable solution to be able to analyze the data you collect to be able to decipher insights in the right context. Verbatim, or free-text responses can be notoriously hard to analyze, which is why Natural Language Processing (NLP) methods are used to ensure correct analyzation. At Thematic we use NLP and (Machine Learning) ML in addition to our own AI which we’ve developed to analyze verbatim feedback responses.
Many companies collect vast amounts of customer data but simply don’t know what to do with it or how best to derive meaningful insights from it. Is this your company? The key word being meaningful, as insights can be plenty but unless you can put them in to the right context it will be meaningless for your business.
http://customerthink.com/how-to-get-actionable-insights-from-your-customer-feedback-analysis/
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