Clarabridge Adds Photo Analysis Options

Customer experience management (CEM) specialist Clarabridge has added visual analysis capabilities to its tools, to enable users to detect and engage with customers who reveal their experiences in photos shared on social media posts.

The new service has been developed through a partnership with image recognition specialist Ditto Labs, whose proprietary computer vision and machine learning technology automatically tags the brands, products, objects and environments which appear in the 1.8 billion photos shared across social media networks every day. Using the new service, Clarabridge clients can identify and analyze relevant photos, and engage with the people who post them in near real-time. It also makes it possible for clients to extend their social media listening beyond keywords, to analyze photos and associated comments for brand insights using Clarabridge's text and sentiment analysis; while uncovering real-time insights about customers and their product usage from original user-generated content.

Nithi Vivatrat (pictured), Chief Product Officer at Clarabridge, comments: 'Photo sharing on social media is the fastest growing feedback channel. Through our partnership with Ditto, Clarabridge customers can now capture the most holistic and nuanced set of insights about customers' experiences'.

Web sites: www.clarabridge.com and www.ditto.us.com .