DATA SHEET
CLARABRIDGE INTELLIGENCE PLATFORM
HARNESS THE POWER WITHIN
Clarabridge Intelligent Customer Experience (ICE) is powered by our Intelligence Platform. What is the Clarabridge
Intelligence Platform? It is the “brains” behind Clarabridge Analyze and Clarabridge Act – and it’s where all the
processing magic and data transformation happens. The Intelligence Platform is comprised of VOC engines,
Classification templates, and Clarabridge Connect.
CLARABRIDGE INTELLIGENCE PLATFORM
Adhoc
Survey
Social
Call Notes
Chat
E-mail
EDW
Workflow
CRM
Survey
Support
BI
EDW
Engage
INTELLIGENCE HUB FOR ALL YOUR CUSTOMER FEEDBACK
The average Clarabridge customer listens to 25 different sources of customer feedback and that number is
growing daily. Clarabridge integrates all the different sources of feedback including surveys, social, email, call
center notes, and more into the Intelligence Platform’s centralized hub so that you can efficiently analyze the
feedback. Utilizing a hub ensures that all of the different data is analyzed efficiently and accurately enabling
different departments within the organization to look at the feedback uniformly and act quickly.
VOC ENGINES
Natural Language Processing Engine (NLP)
Once all the data is integrated into the hub, our award winning NLP engine parses each sentence to identify the
parts of speech. It uses advanced algorithms to detect the relationships between words, phrases, and sentences
to extract the topics that customers are talking about.
Sentiment Engine
Being able to understand what your customers are saying about your products and services and their experiences
is critical. Clarabridge captures the feelings of your customers in their own words for the most accurate, actionable
assessment of the customer experience. Our 11-point sentiment scale goes beyond just “thumbs up” or “thumbs
down”. We apply unique modification and negation rules to understand sentiment the way the human brain does.
Analysis can then be done at the word level, for a single sentence, looking at an entire survey, and so on – all the
way up to aggregated sentiment data across all of your customer feedback sources. The sentiment engine can
be tuned to account for the nuances of different data sources such as social media (where we understand that
“sick” often means something good), as well as for your specific business. We recognize that “thin” is a positive in
telecom, but a negative for a hotel chain. By being customizable, we ensure that we are capturing what is relevant
to you and your customers.
Alerts Engine
What if you were able to set up alerts in order to be notified of emerging issues? This would enable you to quickly
address concerns before they escalate out of control and become a PR nightmare. With Clarabridge, you can
create two different kinds of alerts:
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Statistical alerts are triggered when volume or sentiment hits a certain pre-defined level (either positive or
negative). You can be alerted when there is a spike in conversations mentioning your product, or when sentiment
surrounding your brand falls.
Contextual alerts let you know when certain words or phrases are used in feedback. For example, your legal
department can be automatically informed if a customer uses the word “sue” so they can attempt to resolve the
issue as quickly as possible.
Classification Templates
Now that you have all the data, how do you organize and classify it so you can easily identify valuable insights?
We have a number of approaches to finding order in the chaos, organizing feedback in a way that emulates the
way information is stored in your brain:
• Industry templates–Clarabridge comes out of the box with over 30 templates that are tailored by industry,
vertical, or business use case. These templates can be customized and combined to meet your specific
needs.
• Customized categories–We can further customize our templates using our rule-based approach to change
the classification model to fit your needs.
• Theme Detection–Every company is going to have very specific objectives that will not fall nicely into a
template. This is why we have a feature called Theme Detection that identifies common themes within your
data. It uses both statistical and NLP analysis to expose exposes trends, issues, and potential problems you
did not know were even there.
By combing these methods together, we have the highest rate of recall and accuracy in the industry.
CLARABRIDGE CONNECT
Whether you are interested in leveraging the power of the Clarabridge Intelligence Platform, or a potential partner
seeking to become part of the Clarabridge Partner Ecosystem, we understand that you do not want to abandon
or make additional investments in your IT infrastructure. With Clarabridge Connect, we make it easy – you can
integrate existing systems with the Clarabridge Intelligence Platform to deliver valuable insights to action takers.
There are three different ways to connect: out-of-the-box connectors, APIs, and our Connector Framework.
Clarabridge Intelligence Platform comprises the most sophisticated and advanced technologies in the CEM
market. Unique to Clarabridge, it is the foundation that empowers both the in-depth analysis of Clarabridge
Analyze and the collaboration and engagement possible with Clarabridge Act. The Intelligence Platform is the
brain of the Clarabridge solution and the heart of our Intelligent Customer Experience concept.
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands. As the
premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyze, operationalize, and measure
multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable
organizations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with
measurable ROI and collaborate on those decisions both internally with stakeholders and externally with customers. With hundreds of
CEM implementations, Clarabridge is the 7th fastest growing software company, powering the CEM programs for companies such as
B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British
Columbia, Intuit, J.D. Power, L’Oréal USA, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart,
Walgreens, and Wendy’s International. Clarabridge is privately held with offices in Reston, VA, San Francisco, CA, Miami, FL, and
London, UK. For more information, visit www.clarabridge.com or on Twitter: @clarabridge.
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