Text Analytics

Software used to extract information from unstructured text-based interactions such as emails, chats, SMS, social media, etc.; to structure it and use it to identify the reasons why people contact the organisation.

Text Analytics performs the same function as Speech Analytics, except on non-voice communication. This could include emails, web chats, SMS or virtual assistance agents – anything that is in written format (and this could include text extracted from screen grabs or transcripts of voice interactions). In the same way as Speech Analytics enables the categorisation of call types, the identification of the best and worst calls or automation of some QA functions, Text Analytics provides the same capabilities and benefits for non-voice interactions.