Date post: | 22-Nov-2014 |
Category: |
Data & Analytics |
Upload: | matti-airas |
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How to turn mult i-language customer
feedback into actionabl e information
in one language?
CUSTOMER AWARENESS
PURCHASE
SUPPORT
CHURN
UPSELL
Facebook Twitter
Product reviews
Customer forumsSurveys
Web analyticsOnline feedback
Online chatSurveys
Customer service centersTransactional dataOnline feedback
Call centerCRM SystemsSurveysSocial media
Customer reviewsEmails Research
N P S C O R E HA S D R O P P E D I N O NE P R O D U C T L I NE
W H Y ?
shipping
packaging
damage
0 400 800 1200 1600
negative neutral positive
P r o b l e m s w i t h
l o g i s t i c s
“Vos emballages sont trop fragiles”
Please, send my purchase in a
stronger container next time.
My sunglasses were broken."
“Ensinnäkin toimitus kesti yli kolme viikkoa ja
lisäksi tilaamani aurinkolasit olivat vahingoittuneet."
A c t u a l c u s t o m e r c o m m e n t s ?
LANGUAGE RECOGNITION
ENGLISH
please (ADVERB) !send (VERB) !
my (PRONOUN) !purchase (NOUN) !in (PREPOSITION) !
a (ARTICLE) !strong (ADJECTIVE) !
container (NOUN)
send (VERB PHRASE)
my purchase !(NOUN PHRASE)
stronger container !(NOUN PHRASE)
“Please, send my purchase in a stronger container next time. My sunglasses were damaged.”
MORPHOLOGY SYNTAX
1. 2. 3.
SEMANTICS
send: a keyword related to the topic shipping!stronger container: a keyword related to the topic packaging!broken: a keyword related to the topic damage
SENTIMENT4. 5.
“Please, send my purchase in a stronger container next time. My sunglasses were damaged.”
English
SEMANTICS
toimitus: a keyword related to the topic shipping!kestää: a keyword related to the topic speed of service!vahingoittuneet: a keyword related to the topic damage!
SENTIMENT4. 5.
"Ensinnäkin toimitus kesti yli kolme viikkoa ja lisäksi tilaamani aurinkolasit olivat vahingoittuneet."
Finnish
SEMANTICS
emballage: a keyword related to the topic packaging!
SENTIMENT4. 5.
“Vos emballages sont trop fragiles”
French
PRESENTATION6.
shippingpackaging
damagespeed of service
ordersunglasses
beltshats
bags
0 400 800 1200 1600
negative neutral positive
E T U MA
L A N G U A G E
T E C H N O L O G Y
I N A
N U T S H E L L
Ten languages
Developed from the 80's: University of Helsinki, Connexor, Etuma
Artificial intelligence: grammars, rules, lexicons and ontologies
Number of ontologies for different industries and functions
Over a thousand topics in each ontology
Hundreds of keywords in each topic
Thousands of feedback messages analyzed in seconds
e t u m a i n s i g h t p o r t a l M A K I N G S E N S E O F C U S T O M E R E M O T I O N S
www.etuma.com