Medallia Text Analytics

Medallia Text Analytics is a natural language processing module inside Medallia's broader experience management platform, built to turn unstructured feedback into measurable insight. It applies natural language understanding to text from surveys, social media, chat, support tickets, call transcripts, and online reviews, identifying themes, sentiment, empathy, and emotion across dozens of languages. An event analytics layer reconstructs how a conversation or interaction unfolded step by step, which teams use for coaching and workflow review, while real-time alerting routes emerging issues to the right people as they surface rather than after a reporting cycle. Organizations can build custom topic models in a low-code environment or draw on prebuilt, industry-specific models, and customizable KPIs like sentiment, effort, and empathy scores give a consistent way to track experience quality over time. The text analytics capability has been part of Medallia's platform since 2010 and was recognized as a Forrester Wave leader for omnichannel data models in Q2 2024. It is used by customer experience, employee experience, and contact center teams across industries including automotive, financial services, healthcare, retail, and hospitality. As an add-on to the wider Medallia suite rather than a standalone product, it is generally aimed at enterprise buyers, and detailed self-serve pricing is not published.