Medallia®, the global leader in SaaS Customer Experience Management (CEM) solutions, is adding expansive new native multi-lingual capabilities to Medallia Text Analytics, a key part of its CEM platform. These new capabilities allow businesses to analyze customer issues found in unstructured data in 39 languages, bringing the voice of the customer into a company’s daily business decisions everywhere the company operates.
Insights about how to improve customer experiences are typically “hidden” in text-based customer feedback such as emails, SMS messages, social posts, Web and survey verbatims and more. This release includes a new processing engine that delivers actionable insights based on text to business users around the world more rapidly and with more accuracy. Among the languages available with this release are: Arabic, Chinese (simplified and traditional), English, French, German, Italian, Japanese, Korean, Portuguese, Russian, and Spanish.
“Using the latest Natural Language Processing and statistical techniques, we’ve created a highly effective and accurate approach for rapidly and automatically parsing and categorizing unstructured feedback across languages. Our approach is highly scalable because it allows us to add incremental languages without manual intervention or long engineering cycles,” said Ji Fang, Medallia’s lead research scientist.
She added, “While English is the most common trade language, it is not the only one. Our customers conduct business around the world and need to ‘hear’ the unfiltered voice of their customers across regions faster and with more accuracy.
- Is purpose-built for customer experience data
- Provides unmatched localized analytics
- Enables deep analytics of multi-lingual text feedback, allowing customer experience teams to shorten survey questionnaires without sacrificing their ability to find and act on insights
- Natively works in the Medallia Customer Experience platform
The announcement of the new Medallia Text Analytics platform is one of several Medallia is making this week in conjunction with Experience 2014: The CEM Leadership Conference. The company’s annual customer event will take place at The Ritz-Carlton resort hotel in the scenic Northern California coastal community of Half Moon Bay. Representatives of numerous industry leaders—including American Express Travel & Lifestyle Services, Macy’s, Mercedes Benz USA, Four Seasons Hotels & Resorts, PayPal, Cox Communications, 7-Eleven, Tory Burch, and Zurich Insurance—are meeting to present case studies, share best practices, and explore the exciting future of CEM.