Text Analytics

While the quantitative survey data is invaluable, it’s often the qualitative insights from customer and employee comments that add context to scores and answer questions you hadn’t thought to ask. With advanced features like sentiment and topic trends, regions impacted, and operational risk alerts, we’re constantly innovating to give clients the tools they need to streamline the feedback-to-insight process.

Surface Emerging Themes

Want to gain insights from millions of customers at once? That’s the power of AI-powered text analytics. With an intuitive user interface featuring visualizations that highlight common themes and emerging trends across feedback sources, SMG’s text analytics helps brands turn open-ended feedback into business-changing insights.


Top-tier Accuracy

If you’re acting on the data, you have to trust that it’s accurate. SMG takes an augmented approach to machine learning, with our talented team of PhD data scientists continuously fine-tuning complex algorithms based on hundreds of millions of comments. That results in laser-like precision that helps brands get an accurate read on customer sentiment, group comments according to important categories, and surface emerging trends across channels.


Powerful Reporting

It doesn’t matter where the comment comes from—when customers describe their experiences in their own words, you have to listen. With unlimited real-time data, advanced filters, and Elasticsearch functionality, you can be sure you never miss an insight. SMG’s multi-source text analytics reporting helps brands spot emerging themes in unstructured data, track category trends and associated sentiment, and mitigate operational risk with AI-powered alerts.


Next-level Insights

While the self-serve reporting offers an endless source of on-demand insights, we take it a step further to ensure you get the most out of your open-ended feedback. In addition to customized industry libraries and robust text benchmarks—which provide a more contextualized understanding of brand perception—SMG’s data science team uses text analytics alongside other sources to answer clients’ most complex research questions.

Featured Resources

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White Paper

3 ways data science is reshaping how brands approach CX data

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Best Practice Guide

The essential guide to text analytics for CX pros

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Best Practice Guide

6 ways text analytics delivers better insights for better business outcomes