Every Month our team (Customer Experience) builds a presentation to our Executives regarding all of the NPS feedback and data that we compile from the previous Month. I want to start using the text analytics tool to help us take this to the next level and was curious how other companies are leveraging this tool. Are folks using it to help with their analysis, or are you sharing the actual data in the text analytics (word cloud, opinion, sentiment, etc.), if so, what format?
One challenge I have with text analytics in its current iteration is that sentiment is not always accurate and you also can’t export the data directly from the tool. Looking forward to seeing some ideas, and thank you in advance for your replies! ????
How are you leveraging the Text Analytics functionality?
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Thanks for posting!
We are working on improving the text analytics, will keep you posted.