MonkeyLearn

Medallia's text and speech analytics platform combines advanced natural language processing with real-time analysis across multiple languages, while the acquisition of Voci Technologies expands these capabilities to deliver comprehensive customer analytics through AI-powered transcription and sentiment analysis.

MonkeyLearn's Natural Language Processing Capabilities

The Medallia platform utilizes powerful natural language processing engines to extract actionable insights from unstructured text data across multiple languages. The underlying technology combines low-maintenance AI models with crowdsourced supervised learning techniques to deliver robust analysis of complex human communication.

The system delivers comprehensive analytics across three primary areas: entity recognition, sentiment analysis, and topic modeling. Medallia's entity recognition capabilities help users identify and track key individuals, companies, and concepts within their data. Sentiment analysis enables accurate measurement of customer emotions and opinions, while topic modeling helps uncover hidden patterns and themes across large volumes of text.

The platform supports analysis in eight languages, including English, French, German, Spanish, Latin America Spanish, Italian, Japanese, and Korean, as well as Brazilian Portuguese. This multilingual capability allows organizations to maintain consistent quality and oversight across diverse market segments and customer bases.

Medallia's text analytics engine provides automated alert capabilities based on predefined criteria, such as sentiment, effort level, or specific keywords. These alerts help organizations proactively address issues and identify opportunities for improvement across their customer interactions. The system also supports integration with existing workflows and provides customizable alert configurations to meet specific business needs.

Medallia's Text Analytics Platform

Medallia's text analytics platform combines sophisticated natural language processing with real-time analysis capabilities across eight languages and a comprehensive range of use cases. The system generates actionable insights through human-centric text analytics, automated alerts, and support ticket prioritization, while also providing deep insights into campaign performance and customer sentiment through built-in topic models.

The platform's capabilities extend beyond basic text analysis, offering advanced features such as event detection, compound topic modeling, and automated alert thresholds that can be customized for specific user roles. Sentiment and effort scoring are key strengths, employing both AI-powered analysis and crowdsourced human validation to maintain consistent quality across large datasets.

Data processing occurs through a robust global infrastructure that includes multiple subprocessors, primarily hosted through Amazon Web Services (AWS) while leveraging Google Analytics for usage tracking and Twilio for email services. The system maintains detailed logs through partners like Sumo Logic and Google's Elasticsearch services, ensuring comprehensive coverage for both operational monitoring and security incident detection.

AI-Powered Speech Analytics through Voci Acquisition

Voci's real-time speech-to-text platform utilizes advanced AI and deep learning algorithms to process and analyze customer interactions across all major communication channels. The system generates highly accurate transcripts that include detailed metadata such as emotion, gender, sentiment, and voice biometric identity, enabling contact centers to extract actionable insights from 100% of customer calls.

The platform's processing capacity has been demonstrated through its successful handling of over 2 billion minutes of speech data, with proven effectiveness in optimizing remote contact center operations during periods of increased call volume. By delivering real-time transcription capabilities, Voci enables organizations to maintain consistent quality and oversight across diverse market segments and customer bases.

The acquisition builds on Medallia's existing natural language processing infrastructure, combining Voci's leading speech-to-text capabilities with Medallia's powerful experience management platform to deliver a comprehensive customer analytics suite. The integrated solution enables organizations to transcribe and analyze live and recorded calls in real-time, providing instant insights into customer satisfaction and agent performance.

Supporting the integration's technical foundation are multiple subprocessors operating through Amazon Web Services (AWS), with additional processing and data storage capabilities provided by Google's Elasticsearch services. The system maintains detailed operational logs through partners like Sumo Logic and Google's Elasticsearch services, ensuring comprehensive coverage for both operational monitoring and security incident detection.

Data Processing and Subprocessor Infrastructure

Medallia's platform leverages a robust global network of subprocessors to support its AI-powered text and speech analytics capabilities. The system utilizes multiple cloud infrastructure providers to handle data processing and storage, primarily through Amazon Web Services (AWS) for hosting and processing, while also employing Google Elasticsearch services for search and analytics functionality.

The platform maintains comprehensive operational logs through partnerships with Sumo Logic and Google's Elasticsearch services, ensuring thorough coverage for both technical issue diagnosis and security incident detection. Data archiving for security monitoring purposes is conducted through AWS services, while Google Analytics provides usage tracking information.

For international operations, the system employs subprocessors in multiple regions, including India and Brazil for development and quality assurance (Q&A) services. The platform also leverages specialized subprocessors for specific functions, such as cloudinary Ltd. for user upload storage, Zingle for email services, and Twilio Inc. for SMS routing and delivery.

The acquisition of Voci Technologies integrated advanced speech-to-text capabilities into Medallia's ecosystem, combining Voci's real-time transcription platform with Medallia's existing infrastructure. This integration enables the processing of over 2 billion minutes of speech data, demonstrating the platform's scalability and analytic capabilities.

The system maintains detailed operational logs through partnerships with Sumo Logic and Google's Elasticsearch services, ensuring comprehensive coverage for both technical issue diagnosis and security incident detection. Data processing and storage capacity has been expanded through partnerships with international providers, including IBM for Watson natural language processing services and Microsoft for reporting applications and machine translation capabilities.

Third-Party Integrations and Ecosystem

The Medallia platform integrates with a diverse ecosystem of third-party services to enhance its text and speech analytics capabilities. These partnerships support data processing, storage, and analysis across multiple aspects of the platform's operations.

Google Analytics serves as a key component of this ecosystem, tracking product usage and providing valuable insights into how organizations are utilizing Medallia's services. The platform also leverages Sendgrid services through Twilio for efficient email routing and delivery, while specialized subprocessors handle specific functions such as Amazon Web Services for data hosting and processing.

For cloud storage and content management, Cloudinary Ltd. manages user uploads, while Google's Elasticsearch services provide essential search and analytics capabilities. These technical partnerships enable the platform to scale efficiently and maintain robust performance across diverse operational requirements.

In addition to technical support, Medallia works closely with several human transcription and translation services to maintain consistent quality standards. Companies like Rev.com, Unbabel, and Participatory Culture Foundation provide essential human oversight for transcription and translation tasks, particularly for multilingual support.

The platform's infrastructure extends internationally through subprocessors located in key regions including India and Brazil. These local partners support development and quality assurance processes, helping Medallia maintain reliable operations across multiple geographic markets.