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FEEDBACK ANALYSIS SERVICE REQUIREMENTS
INTROThe volume of customer feedback, product forums and social media discussions is growing fast. Most of this feedback is open text. / Turning this text into quantifiable decision making information is valuable. / Traditionally analyzing feedback text has been slow and expensive.
h"p://www.adweek.com/social2mes/the-‐growth-‐of-‐social-‐media-‐from-‐trend-‐to-‐obsession-‐infographic/142323
FEEDBACK ANALYSISSERVICE REQUIREMENTS
ConsistentAnalyze everything always the same way.
Accurate
>80% topic level sentiment detection.
Relevant “Rich” analysis results, which can be without delay used for decision making: Industry/company specific categorization, touchpoints, topic level sentiment, multi-step whole comment sentiment, topic sentences, topic keywords.
Encompassing
Analysis system must be able to capture all relevant keywords, phrases and brands, which are consistently mapped into categories.
h"p://www.etuma.com/blog/feedback-‐analysis-‐requirements
HIGH QUALITY ANALYSISBecause each industry, company and feedback channel has its own evolving “language”, the service needs to quickly and without additional work from you be able to consistently provide high quality analysis.
COMPLETE SERVICEYour company doesn’t necessarily have the resources and expertize to develop and maintain the feedback analysis system. Make sure that the vendor takes care of updating, optimizing and maintaining the analysis system and the categorization scheme.
ADAPTABLE ANALYSIS
VENDOR POSITIONINGIndustry and Company Specific Categoriza2on& Sen2ment
Universal Categoriza2on (e.g. Wikipedia or concept.net) &Sen2ment
Keywords
Whole Comment Sen2ment
Manual work or open source word cloud
Tool/Technology Expert extracts the informa2on on project basis
Tool/Service Expert develops and maintains the categoriza2on
Pure Service Turn-‐key service -‐ vendor develops and maintains
Text Analysis Company!
Luminoso!Semantria!/Lexalytics!
Radian6 (Salesforce)!
CEM/VOC/Social CRM Company!
SAS!
AlchemyAPI!
ExpertSystems!
Attensity!
IBM SPSS!
MeltWater!>50 Social
CRM companies!
h"p://venturebeat.com/2015/05/03/where-‐are-‐the-‐text-‐analy2cs-‐unicorns/
ClaraBridge!
Dozens of open source solutions!
5
REAL-TIMEAnalysis
ACTIONABLE Information
How to deal withEVOLVING LANGUAGE
Results can be used directly in decision making and are
consistent over time for trend analysis and issue detection.
Results are available immediately after the customer submits the
feedback.
Etuma uses a combination of artificial intelligence assisted machine learning and manual optimization work to consistently
provide high quality analysis results.
E T U M A H A S S O L V E D T H E C U S T O M E R F E E D B A C K A N A L Y S I S C H A L L E N G E S
h"p://www.etuma.com/technology
WANT TO CONTINUE DISCUSSION?Matti Airas, CEO and Co-founder, Etuma [email protected], +358 40 822 2010
https://fi.linkedin.com/in/mattiairas
