Category Archives: Vertical Packs

Posts about Vertical Packs product

Obtain deep customer insights with MeaningCloud

Companies need to analyze the feedback that customers provide to them through a variety of unstructured channels: surveys, interviews, contact center, social media. However, the text analytics solutions available are limited to a shallow analysis of the feedback. In this post we show you how to use deep analytics to get a complete picture of customer opinions, perceptions, emotions and intentions.

Companies need to become customer-focused in order to understand the needs and opinions of their customers and thus, define the proverbial “segment of 1”. This forces us to implement Voice of Customer (VoC) analysis initiatives that go far beyond the typical periodic satisfaction survey with numerical scores, to look for new sources of insights.

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Emotion Recognition in MeaningCloud

In our previous post, we made an introduction to emotion recognition to celebrate the release of the publication of our Emotion Recognition pack. We talked about how emotions play a prominent role in the individual and social life of people and how they have a great impact on their behavior and judgements.

We also saw how thanks to Natural Language Processing we can extract the underlying emotions expressed in a text in a fast and simple way and we saw how useful it can be in multiple scenarios.

In this post, we are going to explain in depth how to get the most out of our emotion recognition pack. We will talk about the criteria and considerations we’ve followed in our approach.

Emotions

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Text Analytics for the Contact Center of the Future

The contact center is a crucial component of the customer experience and increasingly incorporates more channels based on unstructured information. In this post we analyze how advanced semantic analysis can be used to get the most out of the contact center of the future.

The Rise of the New Contact Center

Interest in the contact center has multiplied by its greater role as an essential component of the customer experience. New interaction channels (bots, chats, social) add to the traditional email and telephone and enable innovative ways to connect with clients in both inbound and outbound contact centers, both internal to companies of all types and in those operated by BPO vendors to provide outsourced services.

In this way, the contact center (traditionally known as call center) has ceased to be a cost center to become a tool for proactively communicating with and understanding the market, for multichannel business development and for generating value for the company.
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Use case: VoC program for retail

Voice of the Customer (VoC) programs have become an established path for retailers to deliver enhanced customer experiences.

Consumer behavior, nevertheless, is always changing. Retailers are rarely able to anticipate these behavioral changes or adapt quickly enough to preserve or grow their market share.

In 2018, a regional supermarket brand with over 800 hundred stores wanted to understand customer experience at every touchpoint in order to identify potential areas of customer frustration.

The company undertook a strategic Voice of the Customer (VoC) program with the aim of systematically and consistently capturing insights from the customer experience.

The program is still running. It comprises of around 23,000 surveys per month, completed by customers at various branches of the supermarket chain.

In retail, listening to the Voice of the Customer to identify the strengths and weaknesses of business is fundamental. Competition is fierce. Given that the scale of information to be analyzed is immense, the company decided to work with MeaningCloud to process the literal answers to the open-ended questions of the surveys, so they need not worry about the amount or the time needed to process them.
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Introducing the Demo for VoC Retail

Illustration showing a group of shops. Voc Retail

At MeaningCloud, we know how important unstructured data is for  Voice of the Customer Analysis; so we’ve defined a model that will allow you to characterize any feedback, focusing on the retail domain, in detail that you receive from your customers.

Our experience in Voice of the Customer Analysis has shown us that to obtain useful results when consolidating or reorienting a business strategy the detection of peculiarities of a specific domain is vital, as much in a linguistic way as a conceptual way, taking into account the identifying characteristics of the brand to be analyzed. For this reason, we have not only developed an analysis model focused on the retail trade, but we have also adapted analytical tools towards the sale of groceries, personal care and homecare in the retail sector.

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New Release: Financial Industry Vertical Pack

Some text analytics scenarios need more than general purpose resources to get the results you need. If you are familiar with MeaningCloud, you’ll know that resource customization is one of our main features and great advantages. The parametrization available in the different analyses we offer enables you to adapt our tools to exactly the type of analysis you want. You can do this in two ways: using any of our predefined resources or creating your own with our customization consoles.

In this line, we are happy to announce that we have released a new vertical pack for the finance industry. This pack will allow you to analyze your financial contents and interpret them according to a standard vocabulary (FIBO™).

MeaningCloud release

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Are you listening to the Voice of the Customer?

Voice of the Customer

“Your most unhappy customers are your greatest source of learning.” Bill Gates

In a widely digitalized market, open to all and undoubtedly more accelerated than just a decade ago, quickly identifying customer complaints and needs is key to preserve a company’s competitiveness within its industry. Technological democratization has provided users with skills and tools that not only turn the product but also many other aspects into an experience. If after several years of investment and development, your product has come to position itself among the best in the market, does it make sense for a poorly designed purchasing process to threaten the conviction of potential customers that you are worth choosing?

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MeaningCloud Release: VoC vertical pack upgrade

In the latest MeaningCloud update, we have published a new upgrade for our Voice of the Customer vertical pack. This update has two significant changes:

  • We’ve added a new domain to the four we already supported: telecommunications. This domain is huge and has a vast amount of unstructured data available and ready to be analyzed. You can check out the categories for this new model in the documentation.
  • We’ve refactored the models we already provided. Most of this refactorization has been done under-the-hood, but there are some categories that have changed names, either to give a more intuitive idea of what they refer to or to narrow down the criteria.
MeaningCloud release

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Predict the future with our Intention Analysis Pack

New releaseWho wouldn’t want to know what customers are going to do? Detecting if what they want is to become further informed, purchase a product, request assistance, complain, make a cancellation… and thus be able to offer them a personalized service that optimizes their experience.

Intentions along the Customer’s Journey

Our new Intention Analysis Vertical Pack enable us to identify a set of basic intentions throughout the customer journey: Information, Advice, Purchase, Support, Recommendation, Complaint, or Cancellation, based on expressions in interactions in the contact center, surveys or social conversations.

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