Text Analytics: Extracting open-ended Customer Data

Text analytics as a field has been gainin prominence for over a decade now. It plays a major role in the customer experience management of a company. Text analytics help in extracting the open-ended data out of the customer feedback surveys.

That data can be analyzed to extract meaningful customer information. Text analytics is the process of taking unstructured text data and analyzing it, creating pertinent business insights from the relevant information that you find. This process can be automated, powered by machine learning, artificial intelligence, and natural language processing (NLP). Text analytics is becoming more important in today’s world as more and more people are communicating via text messages. It has become a necessity for businesses to keep track of their customers’ needs and activities by collecting data from various sources such as social media, surveys, etc.

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