Etuma

Etuma is a text analysis service for open-ended feedback. Its feedback tool, known as EFC, picks out the topics in each comment and the sentiment attached to them, using language processing and AI.

Main features

• Customer experience analytics: makes sense of survey answers and comments.
• Employee experience analytics: applies the same method to staff feedback.
• Connectors: links to survey, customer experience and contact centre platforms, email, web forms and social media.
• API: results can be stored in the customer's own database.
• Languages: English, French, Italian, German, Spanish, Dutch, Danish, Norwegian, Swedish and Finnish, with results in one language.

Customers and markets

Organisations across many industries. Categorisation covers over twenty industries and the human resources function. Finnair and the City of Helsinki are quoted as users.

Key facts

• Volume: over 200 million comments analysed in five years
• Hosting: Amazon Web Services in Ireland