Attensity today announced Attensity Voice of the Customer (VoC), a new software solution that enables enterprises to analyze and act on all types of feedback from customers. Attensity VoC employs the company’s patented Exhaustive Extraction technology to automatically identify facts, opinions, requests, trends, and trouble spots from the unstructured text of survey responses, service notes, email messages, website forums, blog entries, news articles and other customer communications.
Unlike programs that require manual tagging, sorting, classifying or other upfront effort, Attensity VoC automatically extracts valuable data from written feedback to provide analysts and managers deeper insights into customer satisfaction, sentiment and loyalty. Attensity VoC can also reveal specific product and service issues, reactions to marketing and public relations efforts, and even buying signals.
“The most valuable information a company collects is often the very data managers can’t access,” Craig Norris, Attensity’s CEO, said. “We developed Attensity VoC to transform freeform customer feedback into structured, actionable data so companies can cut costs, boost revenues, retain customers, and seize opportunities their competitors may never hear coming.”
Though the software is simple enough to use as a solo application, Attensity VoC also works with major business intelligence systems. The Business Objects Crystal xCelcius dashboard, for example, automatically integrates results from Attensity VoC. The solution combines structured and unstructured feedback for in-depth and actionable customer sentiment and feedback reports.
Knowledge workers such as analysts spend 35 percent of their productive time just finding information often trapped in unstructured data in the enterprise, according to a recent report from Working Council of CIOs. At the same time, some 30 million bloggers around the world will add regular posts to the blogosphere in 2007 while approximately seven million pages are added to the web every day, according to recent Gartner predictions. Attensity VoC was designed to help enterprises listen for messages that matter among all types of discussions.
Unlike statistical players, Attensity’s natural language approach uniquely identifies meaning and emotion expressed by a customer. Attensity VoC includes a unique capability to understand and correctly analyze a wide range of voices that a customer typically uses in colloquial language. For example, “I am happy” is positive voice, “I would be happy if you provided me a refund” is indefinite voice and “the customer isn’t happy” is negative voice. Attensity’s approach automatically understands and provides analysis on text that contains these specific ways of expressing feedback.
Rather than force users to find problems themselves, Attensity VoC also features alerts, which can be easily programmed to immediately inform the appropriate personnel — such as service managers or product engineers — when new issues arise, when known issues reach a critical point, or when outliers are found in the analyzed text.
Already implemented by several major corporations, Attensity Voice of the Customer (VoC) is available now directly from Attensity as well as Teradata, IBM, Business Objects and other solution providers.
