Volume vs. Meaning: Effective Customer Listening Requires More Than Keywords

Keywords do of course have their place

Keywords do of course have their place. For example, tracking categories that don't really contain a theme (e.g. competitor names, product names, etc.) are best handled by simple keywords.But when it comes to accurately categorizing the theme of a message to inform trending and root cause analysis, an NLP-based solution is the way to go.

Volume vs. Meaning: Effective Customer Listening Requires More Than Keywords

By: Overtone, Inc.

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