The Voice of the Customer analysis integrates the functionality provided by the Deep Categorization API and its Voice of the Customer models. It allows to assign one or several categories to any text according to the Voice of the customer domain selected.
This is the interface that will appear when you click the Voice of the Customer button:
As you can see there are two sections in the interface: Input, which we have already covered in the corresponding section, and Analysis Settings.
In Analysis Settings there are two values to select:
The following table contains the possible languages supported by the Deep Categorization functionality and which domains are available for each one of them:
You can find more information about these domains in the corresponding documentation.
We've seen in the Settings section that there's an advanced settings menu with additional configuration options for the Voice of the Customer analysis. These are the options available and their default value:
There are two main aspects to configure: additional input parameters to call the API, and output settings, to determine what to see in the results.
There's more information about each one of these fields in the response section of the API documentation.
The results obtained from the categorization will be shown in a new Excel sheet called "Voice of the Customer". This sheet will include a column with the source text, a column with the IDs if enabled, and then a column for each of the output fields configured in the advanced settings.
When the analysis is configured to output more than one category, each additional category associated to a text will be inserted as a new row, allowing a more flexible use of the results.
This is an example of a possible output of texts in English categorized in the Insurance domain and without using IDs. The configuration is set to show the output fields configured by default and up to 10 categories: