March 3, 2010 – Text-mining and customer experience technology specialist Clarabridge launched a beta version of Clarabridge Self Service, a text analytics solution for smaller organizations and departments based on the company’s enterprise product.
The new tool is designed to upload and analyze textual data sources from a self-service online portal, including social media content, text-based emails, survey open-end verbatims and transcripts. It delivers similar functionality to Clarabridge Enterprise, such as natural language processing technology, and automatically organizes text in to categories for online classification, sentiment and root cause analysis.
This release marks a substantial development for text analytics, said Seth Grimes, industry analyst for analytics strategy consultancy Alta Plana. “Self-service analytics is really important as a market development, because it opens the technology up to new users. In this case, it opens it up directly to business users who don’t have to go through IT, as well as the small and medium enterprise users looking to use text analytics without making a huge investment”
Clarabridge Self Service provides a number of user-friendly capabilities to begin exploring gleaned data, according to a company statement. It incorporates Upload Wizard to Clarabridge’s secure hosted environment, jointly managing structured and unstructured fields, and an online portal created to help users gather initial understanding of the linguistic findings of the system. The reporting suite includes standard reports and visualizations, filtering, drill down into categories, subcategories, clusters, words, linguistic connections and structured data.
Though text analytics was once restricted to specialized use,, it is emerging from the wings as companies realize the financial ramifications associated with the technology.
Usama Fayyad, CEO for Open Insights, described a number of factors leading to an upsurge in text mining activity over the last three years in an episode of DM Radio last fall, including the growth of search technology, contextual advertizing and social media. “There is a gold mine of information in the interactions that are happening in these public and social networking sites,” he said.
Having the right controls and viewing abilities when using text mining technology is crucial, however, as well as an ability to understand how to act on the data, Fayyad emphasized. “You have to have the ability to reason about uncertainty and to understand when it is ok to interfere and when it is ok to let something go,” he said. “It requires an expertise – and not just a technical understanding, but understanding the art of data mining.”
Clarabridge is allowing beta users to analyze up to 10,000 text verbatims free of charge for a limited time, according to the company release.
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