{"id":8133,"date":"2023-04-10T07:00:00","date_gmt":"2023-04-10T12:00:00","guid":{"rendered":"https:\/\/juneux.com\/blog\/?p=8133"},"modified":"2023-04-10T10:25:58","modified_gmt":"2023-04-10T15:25:58","slug":"debunking-myths-about-text-analytics","status":"publish","type":"post","link":"https:\/\/juneux.com\/blog\/2023\/04\/debunking-myths-about-text-analytics\/","title":{"rendered":"Debunking Myths About Text Analytics<\/strong>"},"content":{"rendered":"\n

For the past 20 years, I\u2019ve been a qualitative researcher\u2026 perfectly content with interpreting meaning from the dozens of interviews, usability studies, or diary studies that I had just conducted. <\/p>\n\n\n\n

Until a year ago, I never would\u2019ve dreamed that I would fully embrace text analytics or that it would become an integral part of the way I work every day.<\/p>\n\n\n\n

I love text analytics because it enables me to extract valuable insights from billions of data points, such as survey responses, phone calls, and chat logs. Additionally, I now sit significantly closer to the customer experience\u2014observing first-hand how customers interact with customer service representatives, purchase products, and solve their problems.\u00a0<\/p>\n\n\n\n

If you\u2019re someone who has had a fuzzy understanding of text analytics or has maybe heard conflicting information\u2026 this post is just for you! <\/p>\n\n\n\n\n\n\n\n

Text analytics not only identifies sentiment, effort, and emotions\u2014but also employee behaviors such as actively listening, asking open-ended questions, and demonstrating empathy. It helps me immediately uncover tech issues, usability issues, competitive intelligence, etc.<\/p>\n\n\n\n

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“My qualitative research analysis has transformed from analyzing dozens of conversations to millions\u2014using the exact same level of effort and timeframes.”<\/p>\nKristine Remer (that’s me!)<\/cite><\/blockquote>\n\n\n\n

Here are a few myths I\u2019ve heard about text analytics and my point of view.<\/p>\n\n\n\n

Myth #1: Text analytics is just a buzzword or a synonym for NLP or AI<\/h2>\n\n\n\n

First, what is text analytics? <\/p>\n\n\n\n

Text analytics is the best thing that has ever happened to the field of consumer insights. Think about every sentence your customers speak into the phone to your call center agents, everything they write in social media about your company, or every detailed explanation as to why they gave a high (or low) NPS rating. <\/p>\n\n\n\n

Text analytics makes it possible to analyze all those billions of sentences\u2014and make sense of them and in real-time by tagging each of them with:<\/p>\n\n\n\n