Intelligence

AI Text Analytics &
Insight Intelligence.

Automatic analysis of every open-text survey response, at any scale, in any language. Sentiment, topics, emotions, churn risk, and AI insight cards delivered to your dashboard. No analyst required for first-pass review.

PlatformXP Platform & ServicesAI AnalyticsIntegrationsEnterprise FMData & Security
How It Works

From raw text to actionable intelligence
in four steps.

01
Ingest

Raw open-text from surveys, chat logs, email, reviews any volume, any language, any channel.

02
Tag & Classify

The AI assigns sentiment, topic category, product or process context, emotion type, and severity.

03
Aggregate

Results feed into dashboards sortable, filterable, drillable across every dimension and segment.

04
Root Cause

Cluster analysis surfaces recurring themes, emerging issues, and hidden drivers. AI Insight Cards are generated automatically.

What We Detect

Six intelligence layers
from every piece of open text.

Sentiment Scoring

Positive / Neutral / Mixed / Negative per response, topic, and time period tracked over time with trend alerts for spikes in negative emotion.

Emotion Detection

Distress, Anger, Delight, Surprise share by type, trend alerts for spikes. Understand the emotional state behind every score.

Topic Clustering

Automated category tagging across product, service, process, staff, and pricing topics. Across all open text, all channels, all languages.

Churn Prediction

AI scoring of churn risk based on satisfaction signals, sentiment trends, and behavioural indicators enabling proactive intervention before customers leave.

AI Insight Cards

Auto-generated natural language summaries pushed to dashboards no analyst needed for first-pass insight. Specific, actionable, role-appropriate.

Driver Analysis

Automated correlation and driver analysis automatically identifies which factors most strongly influence satisfaction, loyalty, and NPS for your organisation.

Built on modern LLMs. Not retrofitted legacy AI.

Synopticom's AI intelligence layer is built from the ground up on generative AI delivering faster, richer, and more accurate insights than competitors using outdated NLP.

See AI Analytics →
Frequently Asked Questions
What is AI text analytics in customer experience?

AI text analytics is the automated processing of open-ended customer feedback, such as survey comments, chat transcripts, and reviews. The AI classifies each piece of text for sentiment, emotion, topic, and intent. The output is structured data that can be tracked over time, compared across segments, and acted on immediately.

How does Synopticom's AI differ from traditional text analytics?

Synopticom's AI layer is built on modern large language models (LLMs) rather than legacy natural language processing approaches. This means faster, richer, and more accurate results across multiple languages, without requiring custom model training or ongoing configuration.