Clarabridge Offers 'Real-Time' Customer-Issue Analysis

Clarabridge has introduced text mining software focused on providing "real-time" analytics and automated reponses 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.

"This new capability will allow Clarabridge customers to fully automate most of the manual work currently done by customer support staff, freeing that staff to resolve the most challenging cases and focus on identifying recurring problem issues," Justin Langseth, president and chief technology officer of Clarabridge, said in a statement.

A retailer, for example, could use Smart Response to analyze through text mining customer complaints and suggestions sent via Web forms or e-mail to determine problems, Clarabridge said. The same retailer could also verify customer transactions with data received from the point-of-sale and CRM systems.

"Clarabridge then sends the appropriate response, possibly attaching a coupon for a future purchase," Langseth said. "In cases where additional review is needed, the customer case and the preliminary resolution recommendation is forwarded to a live agent via the retailer’s CRM system to complete the resolution process."

The Smart Response product leverages the Clarabridge Content Mining Platform's natural language processing, categorization, sentiment analysis and reporting engines. In addition, Clarabridge plans to offer in the fall a version of Smart Response that's been integrated with Oracle's Siebel CRM system.

Smart Response is capable of analyzing data from any customer touch point, such as CRM systems, survey open-ended responses, call-center notes, customer e-mails, Web forms and other channels. The software uses "enhanced versions" of Clarabridge's natural language processing, sentiment extraction and other text transformation modules to analyze feedback data in real or near-real time, according to the company.

Clarabridge customers can leverage their exising coding models for use with Smart Response.

Founded in 2005, Clarabridge has reported strong revenue growth. The company had its first user conference in November 2008. Customers include AOL, Best Buy, Capital One, Choice Hotels, Cisco Systems, Gap, Gaylord Entertainment, H&R Block, Intuit, Lowe’s Companies, Marriott International, Oracle, Sage Software, Wal-Mart, and Walgreens.