Clarabridge Upgrade Tackles Emojis and More

Text analytics and CEM firm Clarabridge has upgraded its customer intelligence platform to help users go deeper into customer sentiment and share the insights from it.

New features include analysis of 'the intended emotion in emoticons and emojis, evaluating sentiment, emotion and effort as expressed by customers'; models to help understand CX in contact centers; help for employees at all levels to cross-analyse data; and enhanced insight distribution and visualization functions. The latest version also promises to 'weed out noise', allowing organizations to differentiate between requests requiring response and non-actionable items that can be handled through automation and customizable, pre-written responses.

Fabrice Martin (pictured), SVP of Product Management, comments: 'The amount of customer feedback companies face isn't decreasing. According to IDC, in 2020, the world will generate 50 times the amount of data as in 2011 and 75 times the number of information sources. This means organizations must be equipped with the tools and capabilities to meet customers, wherever they are... Our most recent product updates are designed to empower CX leaders to improve customer loyalty, reduce operational cost, increase revenue and drive business results to succeed now and into the future'.

Web site: www.clarabridge.com .