SENTIMENT ANALYSIS

The IntouchCX™ Platform uses natural language processing and machine learning to turn unstructured text into sentiment scores and insights, classifying responses as positive, negative, or neutral. It surfaces trends, keywords, and patterns so you can understand customer perception and act quickly.

Any text-based data your company collects can be analyzed, including surveys, reviews, social posts, call transcripts, or other customer feedback. The platform can ingest external data via API to run sentiment and text analytics on it.

Open-ended responses are automatically processed with NLP models that score and classify each item as positive, negative, or neutral. The system also extracts keywords and phrases to summarize common themes without manual tagging.

The pre-built dashboard includes overall sentiment score, month-over-month percentage changes, sentiment over time, top 10 keywords, a sentiment word cloud, and top 5 positive and negative keywords. You can also compare sentiment scores between locations.

You can define specific keywords or phrases (e.g., “dirty,” “rat”) as triggers that automatically create cases, checklists, or notifications. This enables real-time remediation so teams can respond to issues immediately.

Yes, the platform provides location-level sentiment scores and lets you compare locations. Reporting over time shows how top keywords and sentiment evolve so you can measure the impact of actions.

The system uses advanced ML/NLP and is designed to capture broad sentiment reliably, but accuracy can vary by domain, slang, or niche vocabulary. Models can often be tuned or validated with your sample data; requesting a demo with your data is the best way to evaluate performance.

You can fill out the form to schedule a personalized call or request a demo to see the platform in action. Pricing is typically personalized based on scope and data needs; contact the team for details. The IntouchCX™ platform offers enterprise-level infrastructure including single sign-on (SSO) and data encryption to help keep critical business data secure.