The Top Tools for Text Analytics

What are Tools for Text Analytics?

Text analytics is widely used to help understand market research, user research and customer experience data.

Some common uses include:

  • Analysing and coding open-ended (verbatim) survey questions
  • Identifying positive and negative sentiment in online reviews
  • Automatically tagging qualitative interview transcripts.

Text analytics aims to convert unstructured (open text) data into structured data that can then be analysed quantitatively, visualised in charts or combined with other data for deeper insights.

Analysis of NPS surveys, for example, frequently combines data from the rating scale question (likelihood to recommend) with coded data from the open-ended follow up question (‘please explain why you gave that rating‘).

Most text analytics tools use a branch of Artificial Intelligence called Natural Language Processing (NLP) – a machine learning technique.

As well as text analytics, NLP has a wide range of other uses, for example:

For a complete list of tools for text analytics, browse the directory here.

The Top Tools for Text Analytics

Caplena

Caplena is online text analysis software for analysing unstructured text data and coding open-end responses to surveys.

The tool enables researchers to code responses or categorise text using a streamlined interface. The intelligent assistant continually learns how to predict codes for responses based on previous examples and improves its effectiveness over time.

The platform supports 36 languages and offers a range of tools, such as AI supported coding, keyphrase detection, codebook templates, sentiment analysis, visualisations, dashboards, and team collaboration.


Codeit

Codeit is one of the specialist tools for text analytics that combining Artificial Intelligence and human-supported features for verbatim coding. The platform allows you to manually code verbatims, leave it all up to the AI, or choose a combination of both.

The software offers a variety of tools to assist in all aspects of real-world coding projects, including machine learning, automated theme discovery, and a feature-rich coding interface. The platform offers inbuilt machine translation, team collaboration and project management tools as well as integration with many known research tools.


Canvs

Canvs is a text analytics solution built for market research and customer experience (CX) management. Canvs uses artificial intelligence (AI)-powered natural language processing (NLP) to automatically identify topics, themes, and emotions in text from survey open ends, social media, online reviews and other sources of consumer text. The tool has been trained on over 10 billion social comments and survey open-ends to learn the various ways that people speak, both naturally and ‘unnaturally’, using modern text options, such as shorthand, slang and emojis.

In addition to core text analysis and classification, the Canvs solution analyses “Emotional Reactions” in dialogue, going beyond positive/negative sentiment to identify 42 core emotions using a patented emotion measurement framework. Additionally, Canvs has built tools to enable researchers to explore the insights from open-ended text, such as cross-tab and time-series comparisons and data visualisations.


Yabble

Yabble is tool for text analytics that uses a combination of custom-built algorithms and OpenAI’s world-class GPT-3 neural network to generate fully automated insights from unstructured text data. With the platform’s AI tools, you can survey, summarize, question, and quantify your unstructured data with accuracy.

The tool can process product reviews, social media comments, employee feedback, survey responses, and interview transcripts. The Yabble suite also includes intuitive survey and audience tools, offering access to a global marketplace of more than 60 million consumers.


Forsta

Forsta is a full suite technology platform for market research, customer experience and employee experience management. Forsta’s tool for text analytics uses AI technology to put chat logs, CRM systems, and NPS or CSAT surveys in one place.

The tool utilises machine learning to organise, structure and categorise text and can order emails by topic, sort chat conversations by language or prioritise issues based on the volume and intensity of customer feedback. The algorithm can be trained to focus on sentiment scores, identify emotions or track high-priority topics over time.


Ipiphany

Ipiphany applies text analytics to unstructured customer experience data mined from social media, call transcripts, surveys, email, chat conversations and CRM. The tool then analyses customer feedback data using AI technology to uncover key issues influencing how customers engage and interact with your companies, brands, or products.

Analysis and dashboard features include a key drivers tool to understand movements in NPS, CSAT and Customer Effort scores; a relationships tool to find patterns connecting different topics; a trends tool to know why patterns have changed over time (e.g. “Why has my NPS declined?”); and a comparison tool for contrasting two or more sub-groups (teams, competitors, segments).


Relative Insight

Relative Insight’s AI-powered tools for text analytics combine AI-powered natural language processing with advanced comparative linguistics to analyse any source of text data for enhanced contextual understandings of target audiences, competitors and trends.

The tool uncovers insights from social listening conversations, survey open-ends, reviews and customer service transcripts and uses a comparative approach to pinpoint words and phrases that correlate to high-scoring customer interactions or are indicative of customer health.


Chattermill

Chattermill uses machine learning to analyse customer feedback from all sources of feedback and customer interactions, such as reviews and support tickets. Theme and sentiment AI shows how customers feel about products, understands what keeps them coming back, and helps recognise emerging topics.

The tool offers data filtering to interpret the underlying layers of meaning and gauge what’s driving customer experience. Customer feedback can be analysed to identify and predict opportunities to drive revenue, advocacy and retention across every touchpoint. The platform can be integrated with CRM tools, survey platforms and marketing automation systems algorithms and allows customer feedback processing in real time.


InMoment

InMoment’s Experience Intelligence™ (XI) Platform brings together intelligence from customers, employees, and the market at large and offers an AI-powered tool that connects data from any source and channel, among others surveys, social reviews, and call scripts.

The platform offers pre-configured industry, use-case, and native language packs that automatically detect thousands of categories, themes, and entities and utilises Active Listening™ , a conversational bot that uses real-time text analytics to listen, understand, and respond eliciting responses with actionable data points. The text analytics tool is deployable across any combination of on-premise, private cloud, hybrid cloud, and public cloud infrastructure.


Adoreboard

Adoreboard provides a consulting service and technology platform for emotion analytics. The software enables analysis of proprietary or competitor data and comparison with industry benchmarks using 88 emotion indexes, topic analysis and explanations. The tool integrates with systems like Qualtrics, Zendesk, SurveyMonkey, Reddit, Twitter and can process data from diverse sources such as social media, NPS verbatim, surveys, news and other data.

The platform can be used for SWOT analysis, competitor benchmarking, customer journey mapping, empathy measuring, and can integrate multiple data sources.


Thematic

Thematic is a platform that provides product feedback analysis. The tool sources customer feedback from any channel, analyses it and creates insights reports which are shared through dashboards, email digests and presentations.

The platform’s AI-powered analytics capture the meaning of phrases, grouping similar ones into themes (even if they are worded differently) and groups them into a 2-level taxonomy. The tool uses Google Translate API to translate and analyse feedback from over 100 languages and can also include geographic data to get a unified view across markets and regions.

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Thematic

Thematic is a text analytics platform that uses AI to find themes automatically in unstructured text data from any channel.
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Sentisum

SentiSum is an AI platform that uses NLP (natural language processing) to analyse large amounts of customer feedback data from all channels (reviews, NPS surveys, emails, social platforms, customer complaint systems, etc.). Data is aggregated into one dashboard in real time providing a customised taxonomy that is specific to each user’s data.

SentiSum’s AI-engine applies granular ‘reason for contact’ tags to every support ticket and automatically routes them to the best team or individual’s inbox in real-time. The tool also offers review monitoring, CSAT analysis, and anomaly alerts. Sentisum offers integration with thousands of platforms.


Wonderflow

Wonderflow is an end-to-end solution to collect, analyse, and act on all types of customer feedback. The platform applies text analytics to customer experience feedback data and uses sentiment analysis tools to determine what customers like or dislike. A proprietary “Relevance” algorithm reveals what drives customers to buy products; and trends tools monitor price and rating fluctuations.

The tool can identify how to improve customer satisfaction and reduce churn through root cause analysis and has predictive capabilities to identify the most impactful product or service improvements. Wonderflow can collect and analyse public feedback about competitors for interactive market research and competitor analysis.


QDA Miner

QDA Miner is qualitative data analysis software for coding, annotating, retrieving and analyzing small and large collections of documents and images. It can be used to analyze interview or focus group transcripts, images, and other types of documents. The text analysis tool may be used to analyze interview or focus group transcripts, legal documents, journal articles, speeches, even entire books, as well as drawings, photographs, paintings, and other types of visual documents.

The platform can explore data, and identify patterns and trends using integrated statistical and visualisation tools such as word cloud, clustering, multidimensional scaling, correspondence analysis, or quotation matrix.


Lexalytics

Lexalytics is a complete NLP (natural language processing) stack text analytics API featuring native language support in 29 languages. Using various machine learning techniques, the software offers sentiment analysis, intention detection, entity extraction and categorisation.

The platform can be used for social media monitoring; people analytics & voice of the employee studies; and voice of the consumer & customer experience management. The tool can be deployed across any combination of on-premise, private cloud, hybrid cloud, and public cloud infrastructure.


Monkeylearn

MonkeyLearn is a text analysis platform using machine learning models to label and visualise customer feedback. Inputs can include emails, support tickets, chats, social media, surveys or any other documents. The tool offers custom categories and tags to structure and process data, with topic classification, sentiment analysis and entity extraction.

The platform can import data from Google Sheets, CSV and Excel and integrates with Zapier and Google for product feedback, customer experience and survey analysis by tagging support tickets to trigger actions, classifying inbound emails from users, or coding NPS survey responses.


Gavagai

Gavagai Explorer is an AI-driven text-analytics platform. It provides actionable insights from unstructured text data without the help of consultants or expert data scientists. The tool discovers and suggests topics automatically without the need to pre-define them, and users can modify or add new ones.

The platform provides a wide range of sentiments beyond positivity and negativity in the texts, including love, fear, hate, desire and scepticism. Gavagai Explorer offers instant insights derived from unstructured text in virtually any language presented in interactive and shareable dashboards.


Odin Answers

Odin Answers is a text analytics platform that uses advanced statistics and machine learning to find patterns and relationships in structured and unstructured data. It can identify and track sentiment and emotion, including psychological attributes such as anger, fear and trust.

The tool combines text analysis with accompanying structured data (satisfaction, spend etc.) to increase accuracy of sentiment classification. Reporting includes data in tables and charts, alongside more advanced options to drill-down to record level. The API instantly uploads, sorts and combines data and automatically codes and analyses key drivers.


Kapiche

Kapiche is a feedback analytics platform built to make sense of contextual customer feedback data. The tool combines multiple data sources and analyses 1000s of customer feedback responses to identify issues that have the biggest impact on churn & revenue and tracks trends and customer issues as they happen.

The platform allows integrations from disparate systems such as CRMs, survey tools and cloud storage providers and requires no setup or manual coding.


MeaningCloud

MeaningCloud is a tool for text analytics with an Excel add-in and API for embedding in other applications. The platform combines advanced technologies to provide feature-level sentiment analysis and social media language processing. It provides graphic interfaces to allow the user to easily customise the system using their own dictionaries and models.

The platform can be used for voice of the customer analysis, customer experience management, content publishing and monetisation, social media analysis, and document coding and management.


Ascribe

Ascribe provides services and software to code and analyse verbatim comments from research surveys. The software fully automates coding of open-ended survey responses and verbatim comments. These can be from a range of sources including surveys, emails, call centres and social media. It can also integrate with structured data, and features a reporting dashboard of concepts and sentiment while supporting multiple languages.

The tool also provides verbatim coding services on a project or long-term basis offering a visualisation tool to help communicate insights using reports and dashboards.


SmartCoder

Smartcoder provides automatic analysis of answers to open-ended survey questions. The tool performs topic analytics and automatically generates a list of categories (codes), assigns appropriate codes to open-ended questions in surveys and analyses answers creating accurate categories.

The self-service platform involves 4 steps: uploading survey responses; automatic analysis; manual refinement; and download of results.


Deep Talk

Deep Talk is AI-based software for understanding text in chats, emails, surveys or social media posts and extracting actionable insights.

The tool offers automatic or batch mode e-mail classification, auto-tagging customer reviews/feedback, and topic clustering from open-ended survey responses. Deep Talk utilises deep learning models without code and visualises results. The software integrates with Intercom and Zapier and can import data from CSV and APIs.


Cauliflower

Cauliflower is a no-code tool for text analytics that analyses the content of survey questions, reviews and customer feedback. Using Artificial Intelligence (AI), Cauliflower identifies the most important topics, their relevance, evaluation and relationships without the need for manual training.

The platform handles all common formats, such as CSV, Excel, SAV or TXT and multiple sources (among others Tripadvisor, Yelp, Trustpilot, Google Play, Apple Store) as well as social media (YouTube, Facebook, Instagram, Twitter). Cauliflower offers  customisable dashboards from 10 ready-made visualisations.


Lumoa

Lumoa is a tool for text analytics that uses NLP (natural language processing) to understand customer feedback from NPS surveys, social media and customer reviews. With the platform’s executive dashboard users can easily overview and manage different customer journeys, customer touchpoints, and sets of data.

Data sources can be connected using the Lumoa API that offers analysis in 60 different languages. Outputs include real time insights, trends, automated alerts and notifications, and impact analysis to identify the different drivers of the customer experience.

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Lumoa

Lumoa is a CX Analytics platform that uses NLP to understand customer feedback from NPS surveys, social media and customer reviews.
FIND OUT MORE Lumoa

Harmonize AI

Harmonize AI uses NLP and Machine Learning to automate insight analysis from unstructured data, helping users to discover trends and patterns in customer feedback. The tool makes it possible to understand customer experience across channels with real-time feedback from over 120+ sources and integrations feeding into one platform, providing users with a complete view of what customers and consumers are thinking, feeling and buying.

Harmonize equips businesses with Natural Language processing, Text Analytics and Sentiment Analytics in order to leverage integral customer data from a variety of sources, such social media, e-commerce websites, multiple data formats, review sites, chats and basically, wherever customer chatter is most prevalent.


Etuma

Etuma is a tool for text analytics that turns open-ended customer feedback into consistent and actionable information that will support decision-making processes and marketing communication for business.

The tool offers multi-language text analysis, automatic categorisation into topics, industry-specific topic templates and topic-level sentiment analysis. Etuma has existing connectors to dozens of survey, customer experience management, and contact center platforms, or can be connected to any spontaneous feedback channel like email or webforms. The platform also integrates with most common social media sites.

Etuma

Etuma is a text analysis service that converts unstructured customer feedback into consistent and actionable data to help businesses with decision-making and marketing communication.
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Prodsight

Prodsight is a CX Analytics platform that uses machine learning to automatically tag and apply sentiment analysis to customer conversations. The tool allows customers to centralise feedback, combining support tickets, reviews, surveys, NPS and other customer feedback into a single repository. Each piece of feedback is automatically analysed for topics and sentiment based on your custom taxonomy.

The real-time dashboard provides insights around customer issues and requests helping to drive measurable improvements to your CX. It has integrations with a wide range of feedback sources and tools including support (Intercom, Zendesk), NPS (Delighted, AskNicely), Surveys (SurveyMonkey, TypeForm), Reviews (Google Play, iOS App Store, Trustpilot), Forms, CRM and many more.

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Prodsight

Prodsight is a CX Analytics platform that uses machine learning to automatically tag and apply sentiment analysis to customer conversations from support, NPS, Survey, Review, and CRM channels.
FIND OUT MORE Prodsight

Luminoso

Luminoso is a CX analytics platform for identifying themes in any open-ended text data – support tickets, open-ended survey responses or reviews. Using artificial intelligence and natural language understanding, the platform automatically analyses feedback to discover hot topics, identify complaints and track trends over time.

Luminoso allows users at all technical levels, and across any industry or use case to analyze unstructured text – no data science experience required. Luminoso offers rich visualizations that cut to the heart of critical insights and recommended actions.


Wordstat

WordStat is desktop software for content analysis and text mining. It features rapid extraction of themes and trends, integration with SimStat for statistical data analysis and QDA Miner for qualitative data analysis.

The text analysis software can be used for analysis of open-ended responses, business intelligence, content analysis of news coverage, fraud detection and more. The tool can import from Word, Excel, HTML, XML, SPSS, Stata, NVivo, PDFs, as well as image formats and can connect and directly import from social media, emails, web survey platforms, and reference management tools.


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