“Caplena is our invaluable partner in comprehending the voices of our passengers across the globe.”
Caplena is our invaluable partner in comprehending the voices of our passengers across the globe.”
Tal Schechter
Head of Operations Tools & Systems
Know what to focus on. Start with reliable, data-backed insights.
Your customers are talking – in surveys, reviews, social media – but making sense of it all is overwhelming.
Traditional CX solutions showcase high-level numbers like the NPS, without giving you the tools to truly understand why it has changed and by how much in which segments, making it hard to reveal what your customers crave.
Understand the voice of the customer.
And make data-driven decisions.
Uncover hidden customer insights fast
No more reading every response. Our AI clusters feedback by themes and sentiment in 100+ languages.
You instantly see what customers love, what issues they have, then quantify the impact.
Discover the ‘unknown unknowns’ – Caplena may reveal a complaint you didn’t even realize was trending.
Human-guided AI
AI-powered analysis shouldn't feel like a black box.
Therefore our interactive AI interface helps you validate topics and assignments in just a few clicks, then trust your results.
You can control how the AI operates, adapt it to your business context, and see it learn from your inputs.
Stay ahead of feedback trends
Your feedback is not static. So our platform helps you anticipate emerging trends and issues, monitor customer experience feedback, then make decisions proactively.
We help you close the loop quickly with real-time alerts and tracking options tailored to your numeric and semantic analysis.
One platform for all your data
Feedback analysis shouldn't be siloed. So you need a platform where you can bring your data with ease, even for ad hoc projects.
From CSV upload to integrations, you can import and organize your open-ended and quantitative data into a central hub for CX Analysis.
Then, dig deeper into your segments and markets and discover the key drivers of your CX KPIs like NPS or CSAT. That way, you will prioritize improvements that truly delight your customers and measure their impact over time.
Seamless integration & enterprise-grade security
Your data is secure with Caplena. We are GDPR compliant, SOC 2 Type II certified, with servers in secure ISO 27001-certified data centers.
User access controls ensure only authorized team members see your data. PII (Personally Identifiable Information) is anonymized to protect data privacy.
FAQ
Your questions. Answered.
What types of feedback can Caplena analyze?
With Caplena, you can analyze all kinds of open-ended responses (from surveys, online reviews, satisfaction trackers or ad hoc research) and combine them with quantitative variables.
You can analyze your data in separate projects, or combine them for unified intelligence (ex: surveys and online reviews).
Do I need data science expertise to use Caplena?
You don't. Its intuitive UI makes it easy to:
import your data without the help of a tech wizard
fine-tune the AI in just a few clicks
create customizeable reports
chat with your insights
share your reports with unlimited users (other departments, markets, top management)
Caplena helps you transform complex data into precise, clear and shareable customer insights.
How does Caplena AI learning work?
Caplena's AI model has been developed using advanced proprietary Machine Learning and Natural Language Processing (NLP), to accurately identify the different topics and sentiments within each text response.
Caplena can learn from you as you fine-tune the results on a sample of your data, to nudge it in the right direction. See our knowledge base for more details.
Can Caplena handle multiple languages in one project?
Yes! As a Swiss startup, adapting to different languages is part of our culture. That's why we support 31 languages natively. Translation services like Google Translate and DeepL expand that number to 100 languages. When importing data, the source language is detected automatically for every answer.
When fine-tuning or visualizing results, it's possible to see both translated and original text, so everyone in your organisation can drill down and understand the voice of the customer.
What does the setup process look like?
Getting started with Caplena is easy and straightforward. The initial setup takes only a few minutes. Each project will follow these 3 steps:
Data Import: you can upload individual data files or connect data sources yourself (Review Websites, Qualtrics, via API, etc.). Our team will support you if you have specific requirements or integration needs.
AI Topic Detection: the AI can create topics from scratch, but you can also use topics from past projects or import your own. You will fine-tune the assignments by looking at a sample of rows. The AI will learn from your input. The size of the review sample depends on the number of topics and the complexity of your data. Your analysis will be final once you have reached a high-quality level for which – among other factors – our AI Quality Score (/100 pts) is tremendously helpful.
Insights & Results: now you are ready to create your reports with just a few clicks to delve into your data. The reports are interactive allowing you to slice and dice the data by any angle. Our InsightChat enables you to answer research questions or do a deep dive. Reports are shareable and can be used easily by a wide range of stakeholders.
Your onboarding will be delivered by insights professionals who will remain your go-to contacts.
