Will Calls to Action Get Lost in Text Analysis?

  1 m, 35 s

Recently I was chatting with a potential customer who voiced an interesting concern: what happens if the email and survey responses my clients process contain directives from their customers? Will they get lost as Salience pulls apart and analyzes the text? This is an important question, and one I’ve heard more than once.

The directives our potential customer was referring to are what we term “calls to action”. A call to action is a sentence or phrase directing the reader to do something: in the case of many of the clients that our customers work with, CTAs come as suggestions, requests, and demands expressed by consumers in social media and other feedback forms.

CTAs can be anything from “You should try adding more thyme” to “If you don’t solve my problem right now I’m canceling my subscription”; from “Get that PowerPoint to me by the end of the week” to “Don’t forget about next month’s company picnic! Gary, you’re on drinks so don’t forget the booze!”

Calls to action are important to identify quickly, especially when they come from angry consumers. However, it is very easy for companies to lose CTAs when they pass massive amounts of feedback and other text through automated text analytics systems.

That’s why Lexalytics products include automatic CTA identification, tagging, and notification

That’s right, even while processing millions of your client’s documents every day, Salience and Semantria can single out individual CTAs and notify your client of each one.

Even better, Salience and Semantria are context-aware, and can prioritize one call to action over another based on the context in which they appear. So the CTA from a customer demanding an immediate response can be prioritized over one about that company picnic next month.

So here’s our call to action – Contact us to learn more and get a demo from our team!

Categories: Text Mining, Voice of Customer

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