REPORTING + ANALYTICS

AI-Native Text Analytics

Gain a deeper understanding of customer and employee feedback with our proprietary and industry-specific model. This machine learning-driven approach evaluates feedback the way a human would–looking beyond individual words to detect meaningful context from customer comments for more accurate answers and more relevant insights.

Only 39% of leaders are digging into unstructured voice-of-the-customer data.”

Forrester | The State Of Customer Analytics 2020

Top-tier accuracy driven by data science

If you’re making critical decisions based on data, you need to know it’s accurate. SMG’s approach to AI-native text analytics is based on modern, cutting-edge research in neural networks and natural language processing. With new and better ways of analyzing text automatically, we enable brands to:

  • Get an accurate read on customer sentiment
  • Identify + group comments by important categories and products
  • Retain context + meaning through native-language processing
  • Surface + aggregate emerging trends across feedback channels
AI-native text analytics screenshot
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Always smarter, always better

Based on a mathematical model using over 300 million parameters, our proprietary approach continually learns context and nuance over time. It’s greater accuracy + fewer errors–with constant improvements.

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Global accuracy means more relevant insights

Translations are a non-issue. Our model uses native-language analysis, leading to higher accuracy for feedback across the globe so you know exactly how to act in each market.

From customer comments to critical context

6 ways text analytics deliver better insights for better business outcomes:

1
Get a high-level read of recurring topics + changing sentiment across your enterprise

2
See which topics are trending so you know where to focus attention

3
Navigate changes in the conversation across regions with interactive map views

4
Create custom groupings for more targeted roll-up + drill-down analyses

5
Understand how product + service mentions correlate to performance on key measures

6
Use predictive analytics to stay ahead of high impact, low frequency events

Powerful, multi-source reporting on open-ended feedback

With unlimited real-time data, role-based visualizations, and industry-specific customizations, SMG’s AI-native text analytics reporting helps you see what’s important.

  • AI-powered operational risk alerts: Identify, act on, and mitigate high impact, low frequency risks with predictive analytics
  • Trend + sentiment recognition: Track the performance + sentiment of important topics across all sources
  • Sentiment by region: Use sentiment aggregations to identify areas of opportunity or success in specific areas + regions

ai-native text analytics dashboards
Executive Brief
In-app mobile feedback
Solution Brief
Operational risk alerts | Food safety
Solution Brief
SMG Program Methodology: AI-native text analytics

Learn more about our AI-native text analytics.