Voice of Customers

Intelligence

Demand

Recognition

Satisfaction & Loyalty

Overview

Program Overview

VoC helps enterprises collect data about consumers’ experience & expectation of their products & services

to help enterprises collect and analyze customer voice data in real time. Meanwhile

VoC helps enterprises collect data about consumers’ experience and expectation of their products and services and turn voice of customers from all channels into growth-driving intelligence

Moreover, enterprises can timely understand customers’ needs for their products and services, collect information to improve market recognition, register complaints and detect negative feedback, so as to enhance customer satisfaction and loyalty, boost product quality and make informed decisions

Advantages

Solution Advantages

Insight Into Needs

The solution uses data collection, data processing, text mining and other technologies to analyze the communication between customers and customer service agents, understand the real feelings of customers, track customer emotion index and frequently spoken words, gain insights into customers’ real

Keyword Emotion

Key word and emotion analysis. Emotion trend is charted by AI for message captured during the time window. It includes analysis of single key word and overall emotion trending, helping customer service team get first-hand understanding of the real emotion of customers and identify potential crisis.

Visual Display

Visualization of public opinion on products, public opinion on competition and potential crisis.

Values

Solution Value

Fast Batch

Rapid in-batch collection of voice data from all channels. Removal of noise and duplicated information to provide precise and effective data.

Best Model Calculation

Processing data with big data technology to ensure best results of model computation. Automatic recognition by model to improve data accuracy (85.14%) and coverage (86.7%).

Quickly Identify Multiple Crises

Rapid recognition of various crises. Multiple ways to give early warning. Miss rate of potential crisis is less than 1%.

Multi-dimensional Chart

Rapid generation of multi-dimensional charts to inform business decisions.

Experience it now and start the journey of digital transformation !