The Overtone analysis engine can be as accurate with customer comments as the most sophisticated linguistics-based system. Because of the wide range of expressions and language that consumers use in their comments, our statistically-based natural language processing engine offers the optimal combination of accuracy, precision and robustness for handling customer verbatim records. The benefits of this approach are threefold. First, the engine can handle any Western language, dialect, or slang - even the acronyms of "leet" common in SMS messages and web posts (i.e. IMHO, OMG, ROTFL). Second, our engine works so fast that we can process comments in milliseconds and scale to millions of comments a day. Third, the speed of our processing means that you can engage your customers in real-time based on the content of comments. Imagine what kind of up-sell, cross-sell and win-back programs you can run if you could immediately reach out to a customer with a relevant offer at the time that they communicated their complaint.
