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  • Published on
    April 13, 2023

    Unlocking the Power of NPS Scores: A Comprehensive Guide

    Understanding and measuring customer satisfaction is critical for success in today's competitive business landscape. One widely-used metric for gauging satisfaction and loyalty is the Net Promoter Score (NPS). In this blog, we'll delve into what NPS scores are, how to calculate NPS scores, and strategies to improve them. We'll also explore the role of sentiment analysis in understanding customer feedback. So, let's dive in and unlock the true potential of NPS scores.
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  • Published on
    September 4, 2021

    Evaluating AI21 Jurassic-1 Jumbo with GPT-3 Davinci using Water Cooler Trivia dataset

    This post evaluates AI21's Jurassic-1 Jumbo language model and compares it to OpenAI's GPT-3 davinci model in answering trivia questions from the Water Cooler Trivia dataset. The experiment was conducted in both zero-shot and prompt settings, with the former resulting in a 55.4% accuracy rate for Jurassic-1 and the latter resulting in a 46.15% accuracy rate.
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  • Published on
    February 16, 2021

    Amazon Review Analysis

    Analyzing customer reviews is important to identify areas of improvement, gauge overall customer satisfaction, and communicate brand messaging. However, effective analysis becomes more challenging as the volume and variety of review data continue to grow. This article outlines the current state-of-the-art methods to analyze reviews and also looks at AI text mining solutions for customer feedback analytics. The process of review analysis is broken down into data gathering, analysis, and reporting, with different challenges in each phase.
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  • Published on
    January 23, 2019

    Measuring the Impact of Review Topics on Product Rating

    Understanding customer feedback is important. But did you consider how it can be used to improve product ratings? The article introduces an impact metric called the Net Impact score, which measures the positive or negative impact of specific topics on the marketplace star rating of any product. The Net Impact score is computed using a combination of factors such as the importance of each topic, sentiment, topical sentiment distribution, and movement in average star rating.
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  • Published on
    August 13, 2018

    Intercom Chat Analysis for Customer Insights

    Intercom is a chat support tool used by online businesses to provide quality customer service. By coding and tagging chat conversation transcripts, businesses can identify gaps in documentation, difficult website sections, and common feature requests. This analysis can be leveraged to reduce customer questions and complaints, as well as increase user happiness. Alternatively, businesses can use natural language processing and text analysis techniques to automatically extract patterns from Intercom data.
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Convert textual customer feedback from multiple sources - reviews, chats, tickets - into actionable insights and trends in minutes.

FreeText AI Pte. Ltd.
68 Circular Road
#02-01 Singapore (049422)

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Use Cases

  • Amazon Review Analysis
  • App Store
  • Chat Transcripts
  • CSAT / NPS Survey
  • Support Tickets

Verticals

  • Electronics
  • Hospitality
  • Lifestyle
  • Gaming
  • FMCG
  • SaaS

Capabilities

  • Data Aggregation
  • Feedback Analytics
  • Topic Classification
  • Sentiment Analysis
  • Product Analysis

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