Introducing the new Appbot! Appbot now analyzes more than just app reviews! Check out how our customer feedback analysis works below ↓

Natural Language Processing for Customer Feedback

Automatically categorize customer feedback by theme, with Appbot Topics & Tags.

Natural Language Processing illustration
Example of natural language text analysis

Automated Natural Language Processing, powered by AI

Get actionable insights into the words and topics that are powering customer sentiment for your brand, without reading support tickets, app reviews or survey results manually.

Use natural language processing to see what delights customers, what frustrates them and how the changes you make to your product or service are received.

Supported customer feedback channels

Unearth trends in customer feedback
in minutes, not weeks!

Appbot helps feedback-driven companies focus on improvement, not data analysis. Let us do the heavy lifting by automatically aggregating and analyzing your customer feedback from:

  • Mobile App Reviews
  • NPS Responses
  • Support Tickets
  • Social Media
  • Call Centre Transcripts
  • Live Chat Conversations
  • ... and much more
Illustration of sentiment breakdown

Surface important themes in a few clicks

Appbot's natural language processing tools were built specifically for the analysis of customer feedback, especially in scenerios where the language is unconventional. Think emoji and abbreviation-rich feedback from Twitter, or shouty reviews full of capitalization. Our Words, Topics and Tags tools can help you to answer questions like:

  • What is the sentiment for feedback that mentions our new feature?
  • What do customers think of our app's new design?
  • What are the most common Topics mentioned on our social media?
  • What are the trends in emotion of customers who send feedback?
Examples of different classification types

How Appbot's text analytics works

Our purpose-built AI automatically classifies and analyzes the unstructured text in your customer feedback. We look for common keywords, popular themes, and even let you configure your own. Use Appbot's natural language processing tools, to dive deep into:

  • Sentiment
  • Keywords
  • Topics & Tags
  • Emotions
  • ... and much more
different silos of customer feedback

Next-level Voice of the Customer analysis

Effective natural language processing across all feedback channels is critical in helping businesses to understand how users feel about their product or service, but it's only the part of the picture. Appbot also makes it easy to measure trends in sentiment globally, or per channel.

Appbot's purpose-built AI reads all of your app reviews, support tickets, survey results and any other types of feedback you connect to your account. We classify pieces of feedback according to sentiment, emotions, topics and keywords. Visualise how your customers feel using our Sentiment and Emotions tools, and dig deep into what drives sentiment using Words, Topics, Custom Topics and Tags.