Clarabridge, a company that provides text mining software, has announced the release of Clarabridge Smart Response, a real-time automated customer issue analysis, response and routing solution powered by text mining.

Smart Response, which the company claims as the industry first, is used to automatically analyze, code, route and adjudicate a continuous stream of customer feedback and issues.

The solution also generates automatic customer-specific response letters that acknowledge the customers’ negative sentiments, problems, and suggestions, and provides vouchers, coupons, or other forms of compensation, wherever required.

 

Clarabridge’s content mining solutions are used by several Global 1000 companies to improve customer experience management (CEM), the company said. Clarabridge Smart Response leverages the Clarabridge Content Mining Platform’s (CMP’s) existing natural language processing, categorization, sentiment, analysis, and reporting engines.

 

Clarabridge solutions are used across enterprises to improve customer satisfaction, secure brand loyalty, segment customers, and identify product issues and suggestions. The popularity of these software applications in the operations and customer support verticals has motivated the company to include operational improvements to decrease costs and simultaneously improve customer service.

 

Clarabridge Smart Response can feed data to Clarabridge from any voice of the customer touch point, including enterprise CRM systems, survey open ended responses, call center notes, direct customer emails, Web forms, Web 2.0 sources, and other customer channels.

 

It then analyzes feedback data in real or near-real time using Clarabridge’s text transformation modules. The solution can maintain coding and categorizations structures through the existing Clarabridge Navigator interface, enabling their customers to directly leverage their existing coding models for use with Clarabridge Smart Response.

 

The solution determines and automatically sends the appropriate compensation and response for the specific customer, such as providing a coupon with an apology letter. Also it can route a specific case or other operational details to an appropriate customer service agent, operating unit, or CRM system when required.

 

“Giving customer support operations the ability to automatically acknowledge and respond to customers’ specific frustrations, issues and suggestions really helps them more quickly close the loop with their customers,” said Justin Langseth, president and chief technology officer, Clarabridge, in a statement.

 

“This new capability will allow Clarabridge customers to fully automate most of the manual work currently done by customer support staff, freeing that staff to resolve the most challenging cases and focus on identifying recurring problem issues,” Langseth added.

 

Clarabridge Smart Response can also be integrated with Oracle’s (News - Alert) Siebel CRM, officials said. The fully integrated solution, to be launched in the fall of 2009, will allow Siebel users to feed incoming customer issues to Clarabridge Smart Response and automatically respond to those issues in real-time.

 

Clarabridge reportedly has more than 50,000 business users processing more than 50 million customer verbatims annually, a media statement said.

In 2008, Clarabridge reportedly tripled its revenue and became the fastest-growing company in its space. The company strengthened its position in the retail, consumer goods, and hospitality sectors with the addition of Wal-Mart, Walgreens, Choice Hotels and other major clients in the fourth quarter of 2008. Clarabridge also gained customers from new industries such as telecommunications, financial services, technology and entertainment.