XM Program Guide: AI-Native Text Analytics

Developing a State-of-the-Art Approach to Text Analytics for Holistic and Accurate Improvements

Open-ended comments can give a deeper insight to the customer experience beyond simple scoring, but manual analysis takes time + labor, and tends to be inconsistent. Technological developments in natural language processing (NLP) make it possible to automatically draw deeper insights than ever before from unstructured feedback.

AI-native text analytics helps brands apply automation to:

• Improve classification accuracy
• Find richer actionable insights
• Future-proof their CX program
• Work language-agnostically