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John Ragsdale Commentary
Sharing valuable, actionable customer insight with development, sales and marketing is a great way for support to receive more visibility (and respect) from across the enterprise, and Clarabridge’s Content Mining Platform™ (CMP) identifies this insight in a highly innovative way. Instead of relying on just surveys and case field values to gage customer input, Clarabridge mines any text-based sources (case notes, email threads, log files, chat dialogs, discussion forums, contact center transcripts) to gain valuable customer business intelligence, helping support analyze and make decisions based on the full picture of the customer. With natural language processing, fact extraction, a sentiment engine, categorization and clustering, and BI/analytics, Clarabridge gives support organizations, as well as the enterprise, the most complete view of customer attitudes and trends possible. |
