5 Industries Taking Advantage of Text Analytics

  2 m, 46 s

Text analytics, also called text mining, has countless applications. Businesses are taking advantage of text analytics to update their service offerings, improve compliance, get ahead of PR disasters, and more.

Here are 5 examples of the industries taking advantage of text analytics in 2021.

1. Hospitality

Hotels live and die by their reviews. Reviews are not only crucial to whether someone books a stay, but they also give valuable insight into what a business is doing well – or not. And while the hospitality industry has been decimated over the COVID-19 pandemic, the quickening vaccine deployment holds great promise for 2021 and beyond for the industry. Hotels use text analytics to get a deep understanding of where they excel and where they can improve, as well as what others are doing. Say some reviews mention poor wi-fi. A hotel can analyze these reviews deeper to nail down whether the wi-fi problem is a hotel-wide approach or just in some rooms. Once they’ve figured it out, they can make the fix, thank the reviewer for their feedback, and be on their way to improved reviews in the future.

2. Financial Services

The financial services sector is hugely complex. There’s an enormous amount of interaction, documentation, risk analysis, and compliance involved. Financial services firms are using text analytics to analyze customer feedback, evaluate customer interactions, assess claims, and to identify compliance risks. Take compliance. Staff can use an NLP-based text analytics solution to quickly and easily search internal legal documents for phrases relating to finance or fraud. This can save an enormous amount of time compared with doing so manually.

3. Medical Affairs and Pharma

Medical affairs specialists help move pharmaceutical products from R&D to commercialization. This involves an encyclopedic knowledge of drug body and government regulations, as well as drug compendia. Medical affairs specialists are using text analytics to parse each of these and automatically report back on changes. The specialists can then course correct depending on what these changes mean for the drug they’re developing. Using text analytics rather than human effort reduces the time spent on tracking these changes, and is more accurate and far-reaching as well. Download AI for Medical Affairs Whitepaper

4. PR and Advertising

Text analytics is brilliant at sentiment analysis – something that PR is all about monitoring. Text analytics can run in real-time to track the sentiment in mentions about a particular company, alerting them to potential brand reputation emergencies. In advertising, text analytics can help monitor the reach of a campaign and how it’s being received. For example, TrendKite used Semantria API to create custom dashboards to analyze its customers’ media relations programs in terms of sentiment, engagement, perception, and performance.

5. Retail

In retail, the customer is always right. E-eCommerce retailers in particular need to make sure that the customer experience is as positive as possible, and with the boon in online buying during the pandemic, this is more important than ever. A poor experience means a customer is unlikely to return – even more so than in physical stores that people frequent due to their proximity. Many e-tailers are turning to text analytics to curate, collate and analyze feedback that helps identify points of friction when using an ecommerce website or dealing with customer support.

Would you like to know how text analytics can help your business or industry? Get in touch

Categories: Customer Experience Management, Text Analytics, Voice of Customer

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