When people communicate in a natural, conversational manner, they reveal significant amounts of information about their views, sentiment, likes and dislikes, and much more. This type of information could be very valuable to an organization that knew how to capture, analyze and interpret large volumes of unstructured natural language conversations.
Using an online virtual assistant or mobile personal assistant doesn’t just improve the customer experience, it provides organizations with the opportunity to capture information that can be used to recognize and understand trends, customer behavior and sentiment. Ultimately allowing you to build successful customer relationships, maintain loyalty and increase repeat business.
A single conversation might not reveal much, but multiply this by millions of conversations gives an unprecedented level of Big Data customer insight that allows you to quickly identify trends, issues, relationships and even to target individuals with relevant, targeted messaging.
At Artificial Solution’s we use Teneo’s powerful NLI text-mining capabilities to unlock the knowledge from these vast numbers of natural language, unstructured conversations to deliver previously un-heard of levels of big-data analysis.
But this insight doesn’t just stop with conversational log-files from online virtual assistants and mobile personal assistants.
Our NLI analytics technology can also take existing legacy data – for example held within emails, chat logs, call transcripts, social media feeds, FAQ search strings or even Contact Us forms – and analyze it to reveal words, concepts and associations between concepts within this unstructured natural language data. Intuitive visual tools are then used to structure this knowledge into categories, allowing you to break it down even to specific conversations, compare new inputs with previous data to identify new trends and build better customer profiles.
Your customers are telling you everyday what they are thinking, want they want, in their own words. Now it’s your turn to listen and take action.
