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November 15, 2009

Clarabridge enhances text mining for customer feedback apps

Adds ad-hoc uploader, upgrades to NLP and sentiment engines, new collaboration tools and built-in alerts

By CBR Staff Writer

Clarabridge, a provider of text analytics, has released Enterprise 4 software, with new enhancements including, ad-hoc uploader, upgrades to the natural language processing (NLP) and sentiment engines, new collaboration tools in the classification suite and built-in early warnings and alerts.

The company claims that the new features enable departments to make customer experience improvements by including the feedback desired, customising analytical models, supporting teams of analysts and business users and delivering insight when and where needed.

According to Clarabridge, the NLP and sentiment engine upgrades include, the clause-based sentiment and classification, along with a multitude of core engine enhancements. The classification suite updates enhance the accuracy of categorisation and adds workflow tools for improved collaboration during the creation of the category model. Collaboration upgrades include the locking of models to prevent changes, rule history and roll back functionality, color-coding as a visual aid for maintaining models, and a preview feature.

In addition, the early warnings and alert engines help users address customer experience issues by alerting them to anything that exceed defined thresholds, while the ad-hoc uploader allows business users to upload feedback sources for analysis directly from their own browsers via a wizard.

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The ad-hoc uploader allows market researchers and business analysts to upload their smaller ad-hoc feedback sources, classify through their standard or custom category models, extract sentiment, and analyse the feedback in a completely self-service mode, the company said.

Sid Banerjee, chief executive officer at Clarabridge, said: Enterprises collect customer feedback from many sources – social media, surveys, call centers and in many departments customer service, product management, operations, and Clarabridge was designed to support these use cases.”

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