Published on March 6, 2014
Sentiment Analysis Symposium March 6, 2014 Voice of the Customer in the Financial Services Industry Meaning as a Service Textalytics is a brand by Daedalus, S.A. © Daedalus-Data, Decisions and Language, S. A. textalytics.com
New VoC initiatives benefit from text analytics / sentiment analysis VoC initiatives expanding into unsolicited, unstructured comments Unsolicited Solicited Meaning as a Service E.g., customer ratings from third-party site E.g., verbatims of calls from customer E.g., satisfaction surveys E.g., comments on surveys Structured Unstructured Source: Text/Content Analytics 2011, Alta Plana © Daedalus-Data, Decisions and Language, S. A. textalytics.com
What customers are asking Meaning as a Service Contact-center interactions (voice, email) Blogs and news Social media conversations Letters Comments from forums and thirdparty sites VoC Customers Product and services Company Reputation Early crisis detection Customer journey Buying signals Churn indicators Segmentation Influencers, promoters and detractors © Daedalus-Data, Decisions and Language, S. A. Unmet market needs New product ideas Missing features and avoidance Customer satisfaction Perception maps textalytics.com
Customer journey and buying signals Meaning as a Service © Daedalus-Data, Decisions and Language, S. A. textalytics.com
Customer demographics and buying (and satisfaction, churn, etc.) signals Meaning as a Service Tactical use Buying signals / social leads Service requests Churn indicators Estrategic use Segmentation © Daedalus-Data, Decisions and Language, S. A. textalytics.com
Concepts associated with entities and perception maps © Daedalus-Data, Decisions and Language, S. A. Meaning as a Service textalytics.com
Corporate reputation Meaning as a Service Reputational dimensions / axis: innovativeness, product offering, finances, citizenship… • Variables: product quality, service… E.g., RepTrack (Reputation Institute) textalytics.com
Online reputation dashboard and reporting Meaning as a Service textalytics.com
Extraction of meaning enables serendipitous discovery of “new VoC” Meaning as a Service XXXX © Daedalus-Data, Decisions and Language, S. A. textalytics.com
Semantic analysis Meaning as a Service Extract elements of meaning from all kinds of content Facts Themes Opinions Semantic Processing People Organizations Relationships © Daedalus-Data, Decisions and Language, S. A. Concepts textalytics.com
Textalytics: Meaning as a Service Meaning as a Service Register and use free at http://textalytics.com textalytics.com
Textalytics: democratizing meaning extraction Meaning as a Service Not your typical Semantic APIs… High-level Semantic APIs, optimized for application scenarios Core API (building blocks) Media Analysis API … Configuration and Linguistic Resources Bridges the gap between your business problem and semantic technologies Semantic Publishing API Configuration and Linguistic Resources Configuration and Linguistic Resources Topics Classif. Sentiment POS Linked data textalytics.com
Get ready for Textalytics: VoC API Meaning as a Service July 2013 February 2014 June 2014 Media Analysis API • Presence, theme, relationship, opinion… analysis • For social and traditional media Semantic Publishing API Core API Transversal functionality • Granular functionality for semantic analysis: topics, classification, POS, polarity… • Tagging and enrichment • Standardization and revision • Personalized dictionaries and models Voice of Customer API • • • • • Customer journey / buying signals Corporate reputation Perception maps CRM-oriented semantic analysis Moderation of UGC Transversal functionality • Integration aids and fostering of ecosystem • CMS plug-ins Now Live! • Integration with personal productivity tools • Mobile apps. platform • integration with search engines • integration with NLP environments textalytics.com
Thank you for your attention! Meaning as a Service Textalytics / Daedalus Antonio Matarranz firstname.lastname@example.org 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. textalytics.com
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