TextBI

Textual Business Intelligence

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SOLVE PREVIOUSLY INSURMOUNTABLE BUSINESS PROBLEMS

TextBI is a cloud-based AI Enablement platform designed for a business user. TextBI provides an intuitive, self-service user interface allowing a business user to organize, analyze, and categorize free-form, unstructured, textual data. The TextBI AI and machine learning features provide an integrated solution to CRM and community platforms including ServiceNow, Salesforce.com, and Workplace, a Facebook community offering.

Businesses of all sizes benefit from our TextBI solution because they can leverage their domain expertise and easily create models to analyze any unstructured data source for the customer information that helps drive their business.

 
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Businesses benefit from using TextBI in numerous ways:

CRM / HELP DESK QUALITY ASSURANCE ANALYTICS

Correctly tag and classify agent responses to service and support requests from your contact center. Uncover customer opportunities such as dissatisfaction and retention opportunities, sales opportunities, and product-related issues. Identify the key drivers of complaints, resolutions, and root cause.  

INDUSTRY-SPECIFIC ANALYTICS

Convert messy unstructured data into organized machine-readable data and better monetize your existing data for increased data reliability, better data consistency and accuracy. 

SURVEY ANALYTICS

Tag and classify open-ended survey comments for better management of NPS, customer experience and voice of the customer programs. TextBI makes customer feedback actionable, operational and manageable.

COMMUNITY MONITORING

Keep your finger on the pulse of your community by benchmarking sentiment and knowing what your customers are saying about your goods and services on your community site.

SOCIAL MEDIA ANALYTICS

Know what your customers are saying about you socially and reduce the cost of manual coding / tagging.

 
TextBI Alerts

TextBI Alerts

Text Classification and Contextual Tagging Made Easy

INTUITIVE USER FRIENDLY USER INTERFACE

For businesses that depend on leveraging customer insights, text analytics and content tagging are critical to effective customer experience management. Now with TextBI there is a simple, powerful way to manage all of your text analytics classification and tagging needs.

Want to focus on improving the customer experience instead of manual efforts? TextBI is your easy-to-use, business-grade solution for sales, customer care, marketers, product management, and IT teams. Our cloud-based solution lets you add and update tags for your free-form text, easily, whenever you want.

Contextual Alerts are pushed to a User email addresses so they can monitor what is most important to them. TextBI automates a processes, helping analysts save significant time and ensuring the accuracy of research and analysis.


SmartCase™

Contact Center Analytics & Automation Solutions

DECREASE COSTS WHILE MAXIMIZING THE CUSTOMER EXPERIENCE

“What we immediately liked about EpiAnalytics’ SmartCase solution was that it was already native to Salesforce, so we wouldn’t have to worry about the integration piece. Additionally, when we first implemented SmartCase, several of our data scientists attempted to poke holes at it but have found very few opportunities to do so because it’s been so accurate. We obviously don’t want notes being flagged when an action isn’t required, and we certainly don’t want to miss notes where we could have helped a student be successful. SmartCase has done an excellent job of minimizing the number of false positives or false negatives.”
— – A director of business analytics at a top public university

Put our natural language processing (NLP) and machine learning technology to work for your service organization to route emails and cases to the right agent queue and automate responses. Our SmartCase solution learns from your best agents and applies your existing routing logic to deflect more cases and reduce handle times. Now your service representatives can spend less time reading and routing and more time delighting customers.

Global contact center organizations use SmartCase to automate triage and to enhance manual reading and routing with precise analytics and real-time automation ensuring that agents work smarter not harder.

SmartCase™

INTELLIGENCE, AUTOMATION, EFFICIENCY

SmartCase is a contact center analytics and process automation solution. Using artificial intelligence (AI) technology, this real-time, integrated solution automatically identifies the reason why a customer is contacting an organization. SmartCase provides a management tool your company can use to actively reduce costs while providing intelligence for strategic decision making. SmartCase is offered through the Salesforce AppExchange, and is integrated with ServiceNow so you can leverage all the native workflow rules and reports allowing you to track your SmartCase ROI in real-time.