Voice of the Customer in the Financial Services...
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Meaning as a Service textalytics.com Textalytics is a brand by Daedalus, S.A. © Daedalus-Data, Decisions and Language, S. A. Voice of the Customer in the Financial Services Industry Sentiment Analysis Symposium March 6, 2014
Transcript of Voice of the Customer in the Financial Services...
Meaning as a Service
textalytics.com
Textalytics is a brand by Daedalus, S.A.
© Daedalus-Data, Decisions and Language, S. A.
Voice of the Customer in the Financial
Services Industry
Sentiment Analysis Symposium March 6, 2014
textalytics.com
Meaning as a Service
© Daedalus-Data, Decisions and Language, S. A.
New VoC initiatives benefit from text analytics / sentiment analysis
Source: Text/Content Analytics 2011, Alta Plana
Unsolicited
Solicited
Structured Unstructured
E.g., customer ratings from
third-party site
E.g., verbatims of calls from
customer
E.g., satisfaction surveys
E.g., comments on surveys
VoC initiatives expanding into unsolicited, unstructured comments
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What customers are asking
VoC
Contact-center interactions (voice, email)
Social media conversations
Blogs and news Letters
Comments from forums and third-party sites
Product and services § Unmet market needs
§ New product ideas
§ Missing features
§ Customer satisfaction
§ Perception maps
Customers
§ Customer journey
§ Buying signals
§ Churn indicators
§ Segmentation
§ Influencers, promoters and detractors
Company § Reputation
§ Early crisis detection and avoidance
textalytics.com
Meaning as a Service
© Daedalus-Data, Decisions and Language, S. A.
Customer journey and buying signals
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Customer demographics and buying (and satisfaction, churn, etc.) signals
Tactical use § Buying signals / social leads
§ Service requests
§ Churn indicators
Estrategic use § Segmentation
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Concepts associated with entities and perception maps
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§ Reputational dimensions / axis: innovativeness, product offering, finances, citizenship…
• Variables: product quality, service…
Corporate reputation
E.g., RepTrack (Reputation Institute)
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Meaning as a Service Online reputation dashboard and reporting
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Extraction of meaning enables serendipitous discovery of “new VoC”
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Opinions Facts
Concepts Organizations
People
Semantic Processing
Relationships
Themes
Extract elements of meaning from all kinds of content
Semantic analysis
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Meaning as a Service
Register and use free at http://textalytics.com
Textalytics: Meaning as a Service
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Meaning as a Service § Not your typical Semantic APIs…
§ High-level Semantic APIs, optimized for application scenarios
§ Core API (building blocks)
Textalytics: democratizing meaning extraction
Topics
Sentiment
Classif.
Linked data
POS
Configuration and Linguistic Resources
Configuration and Linguistic Resources
Configuration and Linguistic Resources
Media Analysis API
Semantic Publishing API
…
Bridges the gap between your business problem and semantic technologies
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Meaning as a Service Get ready for Textalytics: VoC API
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Meaning as a Service
Textalytics / Daedalus Antonio Matarranz
Edificio Vallausa II Avenida de la Albufera 321 28031 Madrid, Spain
Tel: +34 913324301
http://textalytics.com
http://www.daedalus.es
© Daedalus-Data, Decisions and Language, S. A.
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