Chatmeter is delivering on customer demand for more artificial intelligence capabilities by beefing up its artificial intelligence and natural language processing-powered sentiment analysis tool, Pulse, and giving multi-location brands deeper insights into the emotions embedded in customer reviews and comments posted online.

The brand intelligence and reputation management firm just announced that it’s launching a series of new features for its AI and NLP-powered sentiment analysis tool, specifically designed to give brand marketers greater customization and more granular reporting, so they can analyze data about the customer experience in more strategic ways

“As a pioneer in the industry for nearly 15 years, Chatmeter has been at the forefront of delivering solutions to enhance the customer experience and has demonstrated its ability to adapt to changes in technology and trends,” writes Chatmeter Chief Technology Officer Dan Cunningham, in an announcement about the launch. “We have a rigorous roadmap of new enhancements all designed to create more meaningful customer conversations, elevate brand intelligence, and drive customer loyalty and growth for multi-location brands.”

Chatmeter’s sentiment analysis software combs through millions of online reviews and comments each day to generate detailed reports on customer emotions and expectations. Using AI and NLP, the software can also break down trends by store location or customer demographic. Marketers have the option to choose which specific topics they want to track, or create custom topics to test customer reactions to new products or services at specific store locations.

Now, with additional modules in place, brands using Chatmeter’s Pulse sentiment analysis tool will be able to get even deeper into online customer chatter, to discover additional insights that might impact their bottom line. They’ll be able to look at the top positive and negative topics with customer sentiment and star ratings across all channels, as well as category trends that indicate the volume of online mentions across selected date ranges.

“It’s not enough to simply track what customers are saying,” explained Chatmeter CEO John Mazur. “We have the advanced technology to zero in on trends in real-time, as well as over longer periods, to uncover what keeps customers coming back and where the areas of opportunity lie.”

​​Chatmeter President of Go to Market Cynthia Sener was recently a speaker at Localogy 2023.