Up to 80% of actionable data exists in the form of unstructured text – in online news, reviews, surveys, customer feedback and on social media. If organisations understood this data better, they would benefit from: a metrics-based knowledge of customer experience; real-time monitoring of brand, products and services; and accurate insight of changing market trends. Businesses could also take advantage of early access to new opportunities, better strategic decision-making and, crucially, the ability to benchmark against competitors.
CGI’s Text Analytics Services (TAS) is a holistic, one-stop-shop advisory solution for organisations that want better insight into market and customer sentiment about their brands. It will help clients leverage the potential of Artificial intelligence (AI) to inform their customer experience, innovation, communications and service delivery strategies.
Combining our industry expertise, technical know-how and proven methods, trained CGI consultants produce comprehensive reports, using technology from award-winning text and insight analytics platform Wordnerds, which help clients uncover new topics and insights in relation to customer experience, brand perception, competitor insight and more.
Wordnerds’ platform takes a linguistics-first approach to the latest AI and Natural Language Processing (NLP) techniques, producing a SaaS platform that genuinely understands language, including misspellings, sarcasm and colloquialisms. Our services enable companies to discover the stories behind the data, gaining an objective measure of customer experience, competitor insight and real-time text analysis for better strategic decision-making.
We focus on meaning, not vocabulary, and use our deep industry expertise to link topics to sentiment in order to uncover the true voice of the customer.