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7/27/2009
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Attensity Mines Customer Comments

Attensity Group is offering Web-based software that can mine customers' comments in surveys to better understand their sentiments, satisfaction, loyalty and potential product or service issues.

To get the most out of customer surveys, companies need to go beyond multiple-choice questions. The most valuable information on services and products are often tucked away in the comments sections.

But mining that information can be difficult, so Attensity Group is offering Web-based software that can mine customers' comments to better understand their sentiments, satisfaction, loyalty and potential product or service issues. "It's alarming what is actually contained in the verbatim in terms of insight about the companies and products," Michelle de Haaff, chief marketing officer for Attensity, told IntelligentEnterprise

To use Attensity's Survey Advantage, companies must first provide survey results, including commentary, in digital format. Attensity then applies its natural language processing engine to parse comments and analyze the text. The analysis is presented in the form of graphs, charts and statistical data to provide a deeper intelligence on customer feedback than the information culled only from multiple-choice surveys.

The analysis is presented over the Web through a secure site. The service is available through an annual license that costs $5,000 per month, if started before Dec. 31.

Attensity competes with Clarabridge and other text-mining software vendors. Clarabridge in March introduced software for rea-time analytics and automated responses to customer feedback and issues.

Clarabridge Smart Response analyzes customer-experience information and can route a specific case or other details to a customer service agent, operating unit or customer relationship management system when human intervention is needed. When manual attention isn't needed, the software can generate automatic response letters that acknowledge customers' negative sentiments or frustrations, specific problems and suggestions, and can be configured to attach vouchers, coupons or other forms of compensation.

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