Text Analytics

Smarter Decisions with Smarter Text Analysis

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With so much omnichannel data coming in, how can you easily understand the trends, themes, and critical issues in your data? InMoment’s text analytics, powered by our Lexalytics acquisition, combines 19+ years of expertise in artificial intelligence, machine learning, and natural language processing  to surface those crucial insights from structured and unstructured text, so people at every level of the organization are confident in their next decision.

>100 Machine Learning Models

Billions of Training Terms

Millions of Dictionary Terms

Deeply Customizable

Easily Integrated With Incoming and Outgoing Data Streams

Transparency–No “Black Box”

Since switching from a rules-based model to InMoment, we’ve seen a significant uptick in tagging accuracy.

Tyler Saxey, Director of Customer Experience, Footlocker

Omnichannel Listening

Connect All Your Feedback Across Channels

When feedback is analyzed in silos, you miss critical context that can make or break your business. Connect data from surveys, social reviews, and call scripts all the way to legislation, regulation, and market reports.

Natural Language Understanding

Understand the Meaning in Your Text

Our award-winning NLP engine does the work of transforming your incoming text data into meaningful features so you understand who’s talking, what they’re talking about, and how they feel about those topics.

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Emotion, Effort, and Intent

Go Beyond Sentiment

Determine the expressed intent, perceived effort, and voiced emotion hidden in feedback so you can take action to decrease churn, ease friction points in customer journeys, and close the feedback loop.

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Named Entity Extraction

Improve Your Understanding of the Business Landscape

Discover entities and relationships you didn’t know about as our machine learning identifies people, places, dates, companies, products, jobs, titles, currency,  @handles, #hashtags, and more. For even more specific insights, add your own custom entity lists.

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Categorization

Find and Focus on What You Care About

Categorization uses a blend of machine learning and queries to sort through incoming responses and places each into meaningful buckets to surface insights and take appropriate actions.

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CUSTOMIZATION

Solve Problems Specific to Your Business

Our expert text analytics and AI services team can fine-tune your systems by adding specific entities, tuning sentiment, improving categorization and topic detection, and will even train ML models tailored to your situation.

The Right Tool

Quantitative + Qualitative for Superior Insights

We use the best method for the job, whether that’s machine learning such as neural networks and deep learning, or linear regression for key driver analysis and fraud detection. All are focused on surfacing crucial insights from your masses of data.

See ROI in Half the Time

InMoment’s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!

A bar graph showing time to ROI with different CX partners.

Estimated ROI (payback period in months)

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North America
United States/Canada (English)
Europe
DACH (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)