Transform overwhelming volume into simple to read signals

Leverage AI to Transform Unstructured Text into Clear Insights Effortlessly

Get Started Consult an Expert

Are you drowning in data, starving for insights, and sick of reading verbatim day and night?

Resonate platform’s Text Analytics offers a powerful suite of tools designed to transform overwhelming volumes of unstructured customer feedback into useful data

Discover a new horizon of customer understanding with our AI-Powered Text Analytics module inside the Resonate platform

Customer Verbatim

Uncover the Stories Your Customers are Truly Telling You

Resonate Platform’s Text Analytics offers a powerful suite of tools designed to transform overwhelming volumes of unstructured customer feedback into actionable insights.

Browse Sentiments  

See the overall sentiment through the Verbatim Sentiment Label

Discover Concerns and Wins

Discover customer-specific concerns and wins through Topics and Themes

Analyse Feedback

Analyse feedback with ease through the Customer Verbatim Tile

Real-Time Smoke Detectors

The Dashboard is dedicated to highlighting Trending Topics, providing users with immediate insights into what is most pertinent at any given time.

What Leaders Say — in Their Own Words

  • “Resonate CX gives Clark Rubber real-time visibility into customer feedback across our entire store network."

    Matthew Gannon

    General Manager Retail Operations
    Clark Rubber

  • “Resonate CX has been helpful to gain family and staff feedback."

    Brooke Doherty

    Childcare Centre Director
    Thrive Early Learning Centre

  • “Instant actionable information, which supports the ability to address detractors and the automation of amplifying customers who champion our business.“

    James Johnson

    CFO
    Mitre 10

  • “In-depth customer experience insights into the experience of our customers that delivers.“

    Zeljko Dzambo

    NSW Cluster Manager
    Total Tools and Hardware Group
  • “Highly recommend Resonate CX for their CX knowledge and expertise.”
    Beck Davis
    Customer Experience Lead
    Bluescope

  • "The most important KPI I measure my business and staff with!"

    Samuel Krishnamoorthy

    Head B2B - Country Head UK
    brillen.de by SuperVista AG

  • "The setup was straightforward. The team at Resonate CX is a strategic partner in developing our VoC, and is always readily available to assist."

    Rebecca Skeete

    General Manager, Sales and Service
    St. Johns Ambulance NSW

  • "Resonate CX allows us to learn, adapt and best serve our customer in a changing retail environment."

    Madeline Harris

    National Customer & Communications Manager
    Rebel Sport
  • “Seamless integration, collaboration and support.“

    Rajender Singh

    IT Application Support Officer
    Latrobe Community Health Service

  • "Valuable tool to harness the voice of customer."

    Dave Hallewell

    Retail Customer Experience Specialist
    Super Cheap Auto

  • “Resonate CX provides in-depth analysis of feedback, helping organisations understand trends and insights that drive improvement."

    Melissa Falero

    Head Of Operations
    Thrive Early Learning Centre

  • "Resonate CX has been extremely helpful and insightful in my stores."

    Matt Steinbergs

    Area Manager
    Super Retail Group

  • "Overall implementation was smooth, integrating seamlessly with our existing database."

    Richard Cleary
    Customer Experience Manager
    Bright Horizons UK

  • "Easy to navigate. Great for deep diving for strategy planning."

    Rob Mason
    Store Manager
    BCF - Boating Camping and Fishing
Experience the Difference with Resonate CX

We Are the Right CX Partner for You

Speak to us and find out how we can help your business thrive.

Talk to an Expert

Recognised for CX Excellence: Summer 2026 

FAQs

The Resonate CX Text Analytics module is a sophisticated AI-driven tool capable of processing and analysing unstructured customer feedback. It uses natural language processing (NLP) and machine learning (ML) to quickly detect key patterns, themes, sentiments, and emotions present within text feedback.

The use of NLP permits Resonate CX’s Text Analytics solution to understand nuance the same way a human does. This enables it to lift heavy workloads off of human analysts, keeping them from being bogged down in data and permitting them to look at big-picture customer experience issues. In addition, features named masking and profanity filtering protect customer privacy and create a respectful, distraction-free environment for accurate analysis. They ensure compliance and enhance data quality, focusing insights on real issues.

Resonate CX’s TA module includes advanced features like name entity recognition and profanity filtering, which enhance the quality and integrity of insights. As the term suggests, name entity recognition automatically identifies and categorises entities such as names, locations, and products within the feedback. This helps organisations understand the context and identify recurring issues around key areas of interest that are unique to them.

Meanwhile, profanity filtering is another unique feature that removes or masks offensive language. This maintains professionalism and ensures that insights remain focused on real issues and remain respectful.

Together, these features enable organisations to understand positive, negative, and neutral feedback with clarity. The TA module continuously learns from the data, enhancing its accuracy and predictive capabilities over time, allowing businesses to stay in tune with evolving customer needs.

Text Analytics uses natural language processing (NLP) to convert unstructured customer feedback into structured, quantifiable data. This enables the platform to accurately process feedback from sources like open-ended survey responses.

Until recently, such sources were difficult to quantify and required significant manual analysis that slowed the delivery of timely insights. With Resonate CX’s Text Analytics tool, massive text datasets can be immediately categorised according to topics and themes, improving operational efficiency and allowing the business to act quickly to address customer experience roadblocks.

With the Resonate platform, all of this data is available on a dashboard so you can easily spot emerging themes, enabling you to take swift action and leverage powerful insights for data-driven prioritisation.

The incorporation of the latest AI capabilities into Resonate CX’s Text Analytics module effectively scales up the analysis of raw and unstructured customer feedback. Businesses that integrate Resonate CX’s Text Analytics solution typically enjoy the following benefits:

Increased Efficiency: Resonate CX’s AI can process vast amounts of text data in real-time, allowing customer experience teams to effectively handle much larger workloads than previously possible. Even large datasets that were once impractical to review manually can now be processed and categorised at speed.

Accuracy: Unlike human analysts, machine learning algorithms do not experience decision fatigue when classifying large amounts of text data. As a result, businesses that integrate Resonate CX’s Text Analytics solution enjoy a reduction in interpretation errors across various data sources

Sentiment Analysis: Resonate CX’s AI can detect subtle nuances in language, including irony or sarcasm. These subtle nuances can often escape older AI tools and even human analysts who are sifting through mountains of data. Once you integrate Text Analytics, you should start seeing a more accurate read of customer emotions in very large data sets.

Actionable Insights: The AI-enhanced capabilities of Resonate CX’s Text Analytics tool provide timely insights, enabling businesses to fill in customer experience gaps before they cause further issues. This makes the Resonate CX platform a key tool in multiple areas of operations, from customer service and marketing to product development and strategic business initiatives.

While metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) provide valuable numerical insights, they often lack context about the reasons behind customer ratings. Resonate CX’s Text Analytics solution fills this gap by analysing open-text feedback alongside these scores. This tool processes accompanying comments to identify recurring issues, such as product defects or poor service, allowing analysts to uncover the root causes of customer dissatisfaction. Additionally, the Resonate platform helps you detect emerging themes early, empowering proactive responses and delivering insights essential for data-driven prioritisation.

It does this by identifying key phrases and sentiments that reflect both positive and negative experiences. The module’s machine learning capabilities allow it to spot recurring issues and strengths like delivery times or product quality.. This added visibility helps businesses tailor your response strategies and investment prioritisation to better enhance customer experiences.

Text Analytics helps in identifying trends, discerning patterns, and understanding critical points from the data, which are essential for informed decision-making.

Yes. The platform uses TA capabilities to manage the complexity of business operations and provide timely, actionable insights. Features such as capturing omni-channel feedback, closing the loop on bad experiences, discovering strategic insights, and driving cultural change are geared towards near real-time interaction and feedback management.

Absolutely! You can book a demo here and we will get in touch with you shortly.