Price is no longer the first thing that a customer looks at in supermarkets. Listening to the Voice of the Customer to identify the strengths and weaknesses of any business is fundamental when applying efficient retention techniques.
Category Archives: Application Areas of Text Analytics
Case study on the voice of the patient for the Pharma industry
Pharmaceutical companies are extending their Voice of the Patient projects to include social media: comments on web forums, surveys, Twitter, and more.
The goal of the proof of concept ordered by one particular pharmaceutical company in Spain was to: ” Collect and analyze the voice of the patient, both quantitatively and qualitatively, from the channels where it is expressed”, including social networks like web forums, Facebook, Twitter, and other systems.
For the pharma industry, it is essential to listen and understand the feedback that their current and potential customers communicate through various means and touchpoints.
Web forums, for instance, gather millions of posts, and function as a meeting point for patients where support, experiences, and wisdom are shared with peers, family members, and friends.
People Analytics: MeaningCloud book on Amazon!
People Analytics. Data and Text Analytics for Human Resources. This MeaningCloud book is available on Amazon.
In People Analytics, and in this book, we use the evidence that the data provides to respond to several questions:
- Which candidate will be high-performing, effective, loyal, and aligned with the corporate culture?
- How can we measure the economic impact of a training program?
- How can I segment the workforce to make their actions more effective?
- Which people are considering leaving the organization?
- What net benefit will employees contribute throughout time in a particular position?
- How does employee commitment affect productivity and economic outcomes?
- How can I design a study that is statistically and mathematically valid?
Contact center: 6 ways to leverage text and speech analytics
At contact centers, text analytics technology provides an unprecedented opportunity to convert customer interactions into business opportunities. We can improve customer experience, boost sales, reduce customer churn and streamline the efficiency of the processes.
MeaningCloud Release: Sentiment + Nordic Pack
Not long ago we published the first of our Language Packs: the Nordic pack, which includes several text analytics tasks in Swedish, Danish, Norwegian and Finnish.
Among the text analytics tasks supported, there’s one that was missed by many of you: Sentiment Analysis API. Well, no more!
We are happy to announce that from now on you can also analyze sentiment in the four languages included in the Nordic pack. And what’s more, for those of you that are already subscribed to the pack, it has been automatically included and so you can start using it right away without any change in pricing.
For those of you that are not subscribed to the Nordic pack, remember that you can test all our packs full functionality by requesting a 30 day period trial. It’s super easy!
Are you listening to the 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?
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.
Pharmacovigilance: Monitoring the Voice of the Patient
For the pharmaceutical industry, it is essential to listen and understand the feedback that their current and potential patients communicate through all sorts of channels and touchpoints.
Although there is a protocol that requires any identified Adverse Drug Reactions (ADRs) to be disclosed to the authorities, only 5–20% of them are reported. Fortunately, discussions regarding drugs, symptoms, conditions, and diseases can be analyzed to learn more about said branches of pharmaceutics. Artificial Intelligence significantly contributes in monitoring adverse episodes and understanding their impact in every phase of development.
Patient narratives of medicines and their adverse effects on social media represent an extra data source for drug safety monitoring.
At MeaningCloud, we have developed a platform to automate the process of monitoring ADRs on social media.
Predict the future with our Intention Analysis Pack
Who 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.
Webinar: Artificial Intelligence for Human Resources. Text-based sources
On June-6, 2018 we delivered the webinar “Artificial Intelligence for Human Resources. Text-based sources”.
During the session we covered these items:
- Introduction to Artificial Intelligence.
- Bene
- 2 demos for Voice of the Employee.
Interested? Here you have the presentation and the recording of the webinar.
