Text Analytics Powered By Xdroid

Text Analytics integrates with our Voice Analytics platform, to provide contact centres with a 360-degree customer view across any communication channel. An agent can be assigned to access either text or voice analytics, or both.

Text Analytics Powered By Xdroid

With Text Analytics integrated into our Voice Analytics platform, contact centres can get a 360-degree customer view coming from any communication channel. An agent can be assigned to either text or voice analytics or both solutions.

Text Analytics Customer Touch Point

The AI-fuelled software analyses text from emails, chats, social media interactions, reviews, surveys and Net Promotor Score comments by automatically recognising the positive and negative meaning of phrases and summarising the answers’ key topics and hidden patterns with near human-level precision.

Text capabilities are added to the speech-to-text functions and real-time alerts; this gives a new angle to emotion analytics: true emotion detection is based on speech markers rather than keywords, but Text Analytics combines both for an even higher accuracy.

How does Text Analytics work?

Positive and negative phrases are recognised as well as connecting topics, brands, places, and persons. A highlighted phrase receives an opinion index with a score that is added up, to give an overall rating of the text.

Irony, which is often used in comments and reviews, is categorised as negative rather than positive.

Text Analytics Customer Touch Point

Key topics and keywords are identified with the number of times they are mentioned and with polarity (positive or negative) to bring attention to focus areas.

Alerts and notifications can be set up, for example, for negative emails or topics that require immediate attention.

Text Analytics Customer Touch Point

Text Analytics integrates seamlessly with Voice Analytics. The dashboard shows contact center agents how they are performing.

Text Analytics Customer Touch Point
Text Analytics Customer Touch Point

Topics in calls are categorized automatically as positive and negative and are plotted against emotions associated with the content to visualise their TNPS rating and opinion index.

Automatically analyse any quantity of text with human-level accuracy. Identify the main topics and patterns, quantify main opinions and analyse targeted questions.

Text Analytics Customer Touch Point

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We strive to make our clients happy

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