Medallia Text Analytics Engine Improves Insights

Medallia, a provider of customer experience services and solutions, has introduced patent-pending text analytics technology that automates the discovery of customer-feedback topics that might be missed by other text analytics approaches. Circumventing the limitations of manual input that can hinder traditional text analytics, the company says its text analytics can rapidly process large volumes of customer comments to enables insights more rapidly.“Companies need a state-of-the-art customer experience management platform that allows them to not only respond to individual customer feedback, but also enables them, with text analytics, to mine the massive volumes of unstructured customer commentary and identify emerging trends and issues that would otherwise be organizational blind spots,” said Ken Fine, head of worldwide product at Medallia.  According to Medallia, its machine-learning techniques automatically clusters and classifies conceptually related expressions and…

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