Transforming feedback into action with our new text analytics model

Your customers engage with your brand through various touchpoints and channels, leading to the accumulation of extensive feedback and data—which can be overwhelming and often underutilized.

So how can you harness this data to ensure it drives positive changes throughout your business, improving the customers’ experience?

We’ve launched our innovative Ignite Text Analytics (TA) model to bridge these gaps—allowing you to turn customer comments into specific, customized actions by diving deeper into your data.These enhancements are currently only available to SMG support teams, but don't worry—they’ll be accessible to clients in the future. In the meantime, clients will still benefit from the upgraded reports, analysis, insights, and suggested actions from our Client Insights and Research teams 

Why the Ignite Text Analytics upgrade is significant

Your customers want to be heard and want to know their contributions make a difference, especially when they choose to provide feedback about a specific location. With Ignite TA, you’ll gain insights that are three times deeper, enabling you to tell a compelling story with your data.

Ignite TA goes beyond basic sentiment and theme analysis, providing richer insights with expanded data categories for each comment. With over 30 years of data powering our suite of GenAI models, our technology dives deeper into customer feedback—continuously learning over time to ensure greater accuracy and fewer errors.

These deeper insights help us identify the root causes of issues and develop tailored action plans. Each comment is meticulously categorized, with the ability to delve into subcategories, entities, and intent. You can then drive the most significant positive shifts in both customer experience and revenue by empowering your frontline teams with targeted, achievable actions.

The model also boasts a 3.64 percentage point improvement in accuracy, reducing mistakes and boosting your confidence in the decisions you make. With a 98% reduction in required training data, Ignite TA delivers more output with less input, making it an indispensable tool for efficient and effective data analysis.

We’re excited to streamline and accelerate our client insights with Ignite TA’s capabilities. Keep an eye out for more information on how our Ignite TA model can help you solve your experience problems and deliver targeted results.