Voice of the Customer in the Financial Services...

Meaning as a Service

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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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Meaning as a Service

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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

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Meaning as a Service

© Daedalus-Data, Decisions and Language, S. A.

Customer journey and buying signals

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Meaning as a Service

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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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Meaning as a Service

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Concepts associated with entities and perception maps

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Meaning as a Service

§  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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Meaning as a Service

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Extraction of meaning enables serendipitous discovery of “new VoC”

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Meaning as a Service

© Daedalus-Data, Decisions and Language, S. A.

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

textalytics.com

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

amatarranz@daedalus.es

Edificio Vallausa II Avenida de la Albufera 321 28031 Madrid, Spain

Tel: +34 913324301

http://textalytics.com

http://www.daedalus.es

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