Predefined deep categorization models

• IAB 2.0
• IAB 2.0 Tier 3
• IAB 2.0 Tier 4
• Emotion
• Intention Analysis
• VoC Generic
• VoC Banking
• VoC Insurance
• VoC Retail
• VoC Telco
• VoE Performance Review
• VoE Organization
• VoE Exit Interview

Voice of the customer (VoC) is a term used to describe the in-depth process of capturing customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives [1].

At MeaningCloud, we know how important unstructured data is for this type of analysis, so we've defined a model that will allow you to characterize in detail any feedback from your customers, enabling you to carry out an in-depth analysis without missing any relevant information.

Our model is composed by different dimensions that give information on different complementary aspects. The relevance given for the categories in these models is computed with respect to the top ranked result in the same dimension. Below you can find the categories defined in English and Spanish for a Generic domain:

This dimension refers to the channel of contact mentioned in the text analyzed.

This dimension refers to the companies mentioned in the text analyzed.

This dimension refers to specific conditions of the operative mentioned in the text analyzed.

This dimension refers to mentions of different aspects of the customer service in the text to analyze.

This dimension refers to the global satisfaction expressed in the text to analyze. In previous versions it was expressed through the Polarity dimension.

This dimension refers to quality aspects mentioned in the text to analyze.