Clarabridge Upgrades Text Analytics For Customer-Feedback AppsClarabridge Upgrades Text Analytics For Customer-Feedback Apps

Clarabridge on Monday released a major upgrade of its text-mining software for customer feedback applications, adding a number of ease of use and back-end enhancements.

Clarabridge Enterprise 4 includes the addition of an ad-hoc uploader, upgrades to the natural language processing and sentiment engines, new collaboration tools in the classification suite and built-in alerts. Overall, the new and improved features make it easier to collect customer feedback from many sources, to customize analytical models and to deliver insight to analysts and business users.

The upgrades in the NLP and sentiment engines include clause-based sentiment and classification and support for classifying data in foreign languages. The classification suite updates increase the accuracy of categorization and addsworkflow tools for better collaboration during the creation of the category model.

Clarabridge also includes classification templates for analysts developing category models, which can be locked to prevent changes. Other enhancements pertaining to models include rule history and roll back functionality, color-coding as a visual aid for maintaining models, and a preview feature.

The statistical warning and alert engines notify analysts and business users of customer-related issues that exceed defined thresholds. The ad-hoc uploader allows business users to upload feedback sources for analysts directly from a browser via a wizard.

"While administrators run and monitor million-plus verbatim enterprise sources, this new feature allows market researchers and business analysts to upload their smaller ad-hoc feedback sources, classify through their standard or custom category models, extract sentiment, and analyze the feedback in a completely self-service mode," the vendor said in a statement.

Clarabridge Enterprise 4 is generally available. Pricing was not disclosed.