When we conduct research, need to explain changes in metrics or understand people's opinions, we always turn to qualitative data. Qualitative data is typically generated through: Interview transcriptsSurveys with open-ended questionsContact center transcriptsTexts and documentsAudio and video recordingsObservational notesCompared to quantitative data, which captures structured information, qualitative data is unstructured
Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give
If you ever had to analyze customer feedback, you will know that the most difficult part is to create a perfect code frame. You need to understand the dataset, the stakeholders involved and the ideal outcomes of the analysis. You will have to iterate before settling on a solution, which
What is GPT-3 exactly? And what does this new AI model mean for customer feedback analysis?
Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text
At Thematic, we have a dedicated research team that is always innovating to bring you the most accurate sentiment and thematic analysis. Solving this difficult task requires in-depth understanding of both the problem of customer feedback analysis and the relevant advances in technology. This article is a glimpse into one
Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of a pioneer of the Internet… Have you ever heard of Netscape? This company, which created one of the first web browsers, is most famous for its downfall:
At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. There are benefits to building vs.
In discussions with potential clients, we always hear the question, “How accurate is Thematic?” This question usually comes up for two reasons: “I’ve been doing the analysis myself. I don’t want to compromise the accuracy when handing this task over to an automated solution.” “I realize that
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets
Authored by Alyona Medelyan, PhD – Natural Language Processing & Machine Learning How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback? You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just
Most likely, you landed in this blog because you have too much feedback to analyze. You sent out a survey or collected reviews or other form of free-text feedback. Now that you have this feedback in-hand, what do you do with it? How can you identify common themes in responses?