Frequently Asked Questions

General

What is FreeText AI?

We understand how critical it is for businesses like yours to make sense of customer feedback, understand pain points and iterate. That's why we built FreeText AI - to help you analyze infinite amounts of textual customer feedback from various sources in minutes.

Our platform leverages cutting edge Machine Learning, Natural Language Processing and Neural Networks to extract meaning and insights from unstructured textual feedback data such as user reviews, chats, surveys, support tickets, etc.

Who can use FreeText AI?

If you are a business that has significant (and growing) textual customer feedback in the form of reviews, surveys, chats, emails or support tickets, then you can use the FreeText AI platform to help understand patterns and insights from your data. This tool is especially useful for Customer Experience Owners, Marketers, Product Managers, Research Analysts, even CEOs and Founders.

How can I get started?

Simply create an account for free and connect your data sources to the FreeText AI platform in a few clicks. Once the data sources are connected, our machines will fetch and analyze your data instantly.

Data Integrations

What types of data can you analyze?

All types of textual data can be analysed for insights and patterns - user reviews, customer emails, support tickets, chat conversations, user comments, social media posts, etc.

What data platforms or integrations do you support?

We are continueously adding support for new sources. Currently, the following sources are supported -

Reviews - Play Store, Amazon, Best Buy, Flipkart, Steam, Metacritic, etc

Chats - Intercom, JivoChat, Drift

If you want us to add support for your specific source, get in touch here.

Is my internal data secure?

Absolutely. FreeText AI, at its core, is a data company and protecting your data is our primary concern. All the data is stored on secure infrastructure and necessary best-practices are followed to completely secure the data.

I just connected my data - how long will it take for the analysis to appear?

The data sync and analysis process can take anything between a few minutes to a few hours, depending on a number of factors - number of data sources, type of data, vertical of business, volume of data, etc.

Typically, the dashboard will reflect an accurate progress status. We will also send you an email at your registered email id as soon as the analysis is completed.

Does FreeText AI support languages other than English?

Yes, we can analyse feedback across most languages. Contact us for a custom quote.

I have data in a source not supported by you. What can I do?

No issues. Simply write to us with the details of the new source or platform and in most cases, we will either be able to provide an integration option or a workaround.

Pricing

What does it cost to use FreeText AI?

The pricing varies based on a few factors - number of data sources, volume of data to be analyzed, type of data, etc. Contact us for a custom quote.

Troubleshooting

Why is my analysis not completed yet?

The analysis can take anything between a few minutes to a few hours, depending on a number of factors - number of data sources, type of data, vertical of business, volume of data, etc.

Typically, the dashboard will reflect an accurate progress status. We will also send you an email at your registered email id as soon as the analysis is completed.

However, if for any reason, you suspect unreasonable delay, do reach out and we'll take a look immediately.

I noticed some discrepencies in the data quality? What do I do?

We leverage custom Neural Networks to detect topics of discussion and sentiment in feedback sentences and constantly monitor the quality of algorithms to maximize accuracy and ensure that outliers do not influence the eventual conclusions. However, it is still possible that there will be a few cases of incorrect classification.

If you discover any large discrepencies or quality issues, we encourage you to provide feedback using the "Report Wrong Tag" link provided in the menu against each sentence or contact us with the details. We will take these inputs into consideration while tweaking our algorithms.