Analyzing social media

Clarabridge has introduced its latest tool, Clarabridge Social Media Analysis (SMA), which, it claims, is the first advanced text analytics software that allows companies to integrate social media content into their existing internal enterprise feedback to create more useful customer analysis.

Clarabridge SMA accesses social media content from Alterian’s Techrigy SM2 growing warehouse of social media content, which currently houses nearly 3 billion pieces of data from blogs, Facebook, Twitter, YouTube, MySpace and other social media sites. SMA then automatically removes unwanted content, sorts actionable from non-actionable topics, and applies enhanced meaning and context to conversations using natural language processing, classification and sentiment scoring engines.

Clarabridge reports SMA users can create custom Web-scraping routines to access product review sites, discussion forums and subscription sites, as well as integrate with internal data sources, such as e-mails, call center notes and surveys, whereby giving them a 360-degree view of customer experiences, opinions, as well as issues both online and offline.