Turn customer feedback & reviews into real insights

Quickly analyze open-ended survey responses, reviews & any kind of text comments and share your results in dashboards. With ease.
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TRUSTED BY START-UPS AS WELL AS FORTUNE 500 COMPANIES
Factworks
Swisscom
Ebay
DHL
Link institut
Dr shar
Ebay
DHL
Miele
Factworks
“Our team loves the transparent automation concept of Caplena: Having a fully automatic analysis, but still being able to modify things that we interpret differently and the application then learning from these changes is a truly powerful way of collaboration.”
Selina
Kilian Hughes DIRECTOR RESEARCH & INSIGHTS @
90%
of analysis time saved every week
800
feedbacks collected every week
125k +
verbatims analyzed so far (07.2021)

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Why it works...

CX touchpoints, surveys & reviews – customers love to give open-ended feedback. Modern Machine Learning lets you easily and quickly derive real insights from text comments. However, it’s economically not feasible to develop and operate a cutting-edge deep learning platform for a single company.
We have dedicated our entire energy to help you overcome that technological gap.

...for CX, UX & Insight teams

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Insights from open-ended customer feedback, reviews and comments
Who
Benefits
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CX & UX
teams
  1. Understand what customers think and feel at every touchpoint
  2. Track customers’ attitudes over time
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Insight teams
  1. Get less biased and more relevant customer insights
  2. Strengthen your competition and market research insights
Speed up
Make your life easier
CX & UX
teams
  1. From text comments to insights: 10x to 30x faster*
  2. Highly automate your continuous touchpoint research
  1. Reach the highest analysis consistency
  2. Generate deeper customer insights
  3. Easily trace important topics and sentiments over time
Insight
teams
  1. From text comments to insights: 10x to 30x faster*
  2. Get rid of repetitive tasks with a highly automated analysis
  1. Gain autonomy and DO IT YOURSELF now – don’t wait for 3rd parties
  2. Generate deeper customer & market insights
  3. Enable other teams to autonomously pull insights from text comments
* Compared to manual analysis or traditional tools
Professional insights

Caplena is the only AI Analysis Platform that lets you be in full control of your research.

State-of-the art text analysis for your application!
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Comparing text analysis technologies

Using a mix of supervised and unsupervised machine learning leads to high-quality outputs with a minimum of manual intervention
Caplena
Excel
MaxQDA
Qualtrics
Gavagai
Discover.ai
Core principle
Augmented Intelligence
Unique mix of supervised & unsupervised Machine Learning: Learning from over 8M reviewed responses Caplena generates high-quality topics and detects sentiments automatically.
Manual analysis
Manual coding & very simple rules for topic assignment
Manual &
rule-based
Manual coding and Rule-based topic assignment.
Rule-based & sentiment
Rule-based topic assignment and automated sentiment analysis.
Keyword detection
Unsupervised topic detection.
Exploration & Discovery
Unsupervised clustering and human analysis.
Text type
Quant
Optimized to analyze up to 1k characters per text comment on average.
Indifferent
Qual & mixed
Quant
Indifferent
Qual
Data ingestion
Files, API, review scraping
Besides file-based uploads and API connections with other Apps, you can also directly scrape reviews from various sites from within the app.
Files
Files
Files, API
Files, API, review scraping
Files, online sources
Pros
High-quality, powerful & customizable AI
  • Actionable & customized insights
  • Astounding automation level for high-quality output
  • Full control over topics
Familiar & flexible
Versatile solution for qual research
Holistic solution for quant feedback
Quick high-level results
Explorative, creative results for qual
Cons
Fine-tuning for human-like output
A few manual reviews required for human-like coding quality. But this also means human-level assignment quality is achievable, which cannot be said for most other tools 😉.
Time-consuming; labor-intensive
Time-consuming; Not for quant
Only basic AI; Not optimized for open-ends
Inconsistent topics over time; Difficult to customize
Inefficient and inconsistent for quant data

What others achieved with Caplena

Frequently Asked Questions

How accurate is Caplena compared to manual coding?
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The achievable quality is on par with a fully manual approach and even outperforms it on large data sets. The gold standard when comparing the analysis of a modern ML solution with a fully manual one is to use the scientific accuracy metric called F1. It is the harmonic mean of precision and recall, both metrics providing information about the quality of a classification engine. Other tech providers have found that our ML solution Caplena produces results that are on par with manual approaches (check our CX.ai case study). The main driver behind this is the ability to use Transfer Learning.
How can the analysis of CX / UX touchpoints be automated?
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A touchpoint analysis can be seen as a repeating survey in specific moments over time. Caplena's capability to reuse topics of interest as well as to transfer AI learnings from one wave to another, leads to extremely high automation levels, without making any compromises on analysis quality.
Will Caplena let me pull reviews directly from review sites? Which are supported? What if I need to analyze reviews from additional sources?
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Yes, Caplena will enable you to pull reviews from various review sites (e.g., Google Maps, App Store, Trustpilot, Amazon and others). Feel free to just check it out in the application! We're developing our capabilities on an on-going basis. Please just let us know if there are sites you'd like to have added and we'll do everything we can to put that onto our development roadmap.

Trusted by top Agencies & Brands

Our customers range from freelancers to Fortune 500 companies.
The text analytics tool of choice for 100+ companies in 15+ countries.
Over 50 million responses analyzed since 2018, with 120 new projects added each week.
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