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Text Analytics

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(1)5.0/5

Xdroid Text Analytics is an AI-powered interaction analytics solution that transforms customer conversations across chat, email, social media and other text-based channels into actionable customer and business intelligence. The platform automatically analyzes large volumes of written interactions to uncover what customers are talking about, how they feel, why they are contacting the organization and which issues, products, processes or experiences are driving their behavior. Through sentiment analysis, keyword and topic detection, intelligent tagging, metadata analysis and AI-powered insights, organizations can move beyond individual conversations and identify the patterns and root causes behind customer experience and operational performance. Xdroid Text Analytics also brings Automated Quality Management (AQM) to written interactions. Organizations can create customized scorecards and KPIs to automatically evaluate chat and email conversations at scale, helping quality teams identify interactions that require attention while providing a much broader and more consistent view of performance than manual sampling alone. Individual interactions can be explored in detail with the same analytical capabilities available across Xdroid's interaction analytics environment, including sentiment, keywords, tags, quality results and metadata. Users can filter and compare interactions by channel and sub-channel and analyze volumes, categories and trends through configurable dashboards and visualizations. A key differentiator is Xdroid's ability to connect text and voice interactions within a unified analytics environment. Organizations can combine calls, chats and emails to understand how customers move across touchpoints instead of analyzing every channel in isolation. Customer Journey Analysis connects interactions belonging to the same customer or case, providing visibility into what happened throughout the relationship and helping teams identify repeated contacts, recurring issues and opportunities to improve the overall experience. By turning unstructured written conversations into measurable intelligence, Xdroid Text Analytics helps organizations understand customer needs, monitor service quality, detect negative experiences, improve agent performance, uncover emerging issues and make better decisions based on the voice of the customer across every text-based interaction.

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