Unlock the Emotions Behind Customer Decisions

Crane Emotional Intelligence Platform™ transforms unstructured data and digital texts into actionable insights that improve customer experience

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Overview

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Crane Emotional Intelligence Platform™ is the leading emotion analytics platform powered by advanced natural language processing (NLP) technologies. Our algorithm enables companies to unlock the knowledge within rich and valuable narratives in online forums, transcripts from call centers, customer and employee surveys and social media conversations to reveal the meanings and emotions behind users' intentions and decisions.

We help companies interpret customer decisions by providing deep, actionable insights into the emotional aspects of customer experience, and our technology equips companies with the most relevant customer experience intelligence to increase customer and employee engagement, decrease churn and identify cross-sell and up-sell opportunities.

Product Features

Seamless integration with business intelligence (BI) tools
Out-of-the-box instant on — no system training necessary
Real-time capability
Compatible with any text stream
On-premise installation available
Multi-lingual analysis capability

Our Technology

Natural Language Processing (NLP) Technology

Crane’s patented linguistics technology powers our algorithm to derive meaning from natural language and unstructured data. It is notably different than other text analytics platforms currently on the market. Powered by years of groundbreaking linguistics research at Stanford University, Crane’s algorithm is developed through continuous machine learning based on a massive and live knowledge base of human conversations. This ensures Crane automatically and continuously adapts to changes in language, season and demographic to ensure our analytics application always deploys the most advanced, state-of-the-art NLP solution.

Crane Emotion Analytics

Crane leverages our proprietary knowledge base of structured emotional text and high-precision phrase templates to build emotional lexicons using hierarchical log-linear models. Our algorithm is trained at various levels of emotional granularity to accurately analyze any unstructured text through multi-dimensional emotion vectors. The level of granularity enables us to evaluate over 100 human emotions and apply and measure the impact of each emotion to your business.

Community Engagement

As more businesses shift to cloud services, community engagement represents a strategic imperative for generating sales growth, superior competitive advantage and profitability. Our technologies enhance community growth and engagement by identifying emotional elements and factors that separate vibrant and thriving groups from languishing ones with actionable recommendations to reactivate engagement.

Churn Prevention

Customer retention is a major contributing factor in the net growth rate of businesses. Our technologies enable companies to retain customers by analyzing and identifying emotional signatures of customer satisfaction that predict customers' likelihood to churn, boosting net profitability as much as 20%.

Customer Segmentation

Emotions are one of the most important drivers of customer purchase decisions. Our technologies empower companies to maximize the value of each customer by segmenting them according to their emotional profiles. Our algorithm analyzes the landscape of key emotions known to drive business values to identify high-opportunity customer segments and determine the right messages to target them.

Product Feature Research

Every business wants to build the best product features that delight their customers. However, asking the customers directly with traditional market research may not get at the right answers. Our technologies allow businesses to observe and listen to organic and impartial conversations in forums and social media to uncover the product features that connect with the customers at the emotional level.