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The Forrester Wave™: AI-Based Text Analytics Platforms (People Focused), Q2 2020

The Eight Providers That Matter Most And How They Stack Up

June 17, 2020

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Why Read This Report

In our 27-criterion evaluation of people-focused AI-based text analytics platforms, we identified the eight most significant ones — Clarabridge, EPAM, Expert System, Google, IBM, Micro Focus, OpenText, and SAS — and researched, analyzed, and scored them. This report shows how each provider measures up and helps AD&D professionals and their customer insights (CI) and customer experience (CX) colleagues select the right one for their needs. Additionally, Forrester recommends that AD&D pros consider the text analytics platforms evaluated in "The Forrester Wave™: AI-Based Text Analytics Platforms (Document Focused), Q2 2020," which uses similar evaluation criteria for more document-oriented use cases.

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Table of Contents

  • ML-Based And Knowledge-Based AI Are Key To Precise Text Analytics
  • Evaluation Summary
  • Vendor Offerings
  • Vendor Profiles
  • Evaluation Overview
  • Supplemental Material
  • Related Research Documents

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