Published on 20|7|2021 by Lucie Kolářová & Peter Kesch
There is a lot of important information in the communication between companies and their customers. In emails, calls and text messages, the treasure of every company is stored here. You just need to discover it!
SentiSquare is dedicated to the analytics of text communication with customers. It can use advanced machine learning and natural language processing to find out what customers are talking about in their communication with companies.
You often hear from SentiSquare about the so-called Discovery and Observing mode. What are these modes good for and how do they work in discovering information from texts?
Let our AI read the texts for you and tell you what they are about. We'll find commonly used keywords, show you trends, and sort your texts into categories. In this way, we do not make any assumptions in the processing of texts. So it does not happen that the processing is based on a misconception. The output of Discovery mode is suitable for when managers want to "become smarter" and want to confirm or refute some hypotheses.
We'll find hidden topics and new trends you didn't know about. We can identify customer issues so you can quickly target a new problem and solve it. Your customer satisfaction will raise instantly.. With our analytics tool, you'll have 100% overview of incoming feedback.
In our experience, clients are successful in reducing retention because they know the reasons for customer churn.
And what technology do we use on Discovery mode? It is unsupervised machine learning for understanding the meaning of text followed by clustering and finding common patterns in the texts. Our analytical tools then enable semantic search in texts and use non-different aggregations.
SentiSquare's Discovery mode is used for example by T-Mobile to analyse SMS feedback messages.
Customer insight expert Vojtěch Vycudilík: "SentiSquare AI reads all feedback and provides invaluable insight. In this respect, it's the best tool we've come across so far."
It will reliably track trends in feedback topics over time for you. You'll get a clear overview of customer feedback.
Observing mode is true automation: it does exactly what you want it to do for you, and you save yourself a lot of demanding, routine manual work.
With this service, you'll focus your resources exactly where they're needed most.
And what technology are we using during Observing mode? We deploy assisted machine learning for categorization and sentiment analysis.
SentiSquare's Observing Mode is for example used by managers at Albert.
Jiří Mareček, spokesperson for Albert: "The system automatically processes responses from more than a hundred thousand customers a year and can categorize their suggestions so that they reach the right place in the company to the designated employee. This allows us to respond and address customer suggestions efficiently. If we were to tackle such a database of suggestions without AI, we would need a workforce that routinely sorted thousands of responses."
SentiSquare is a technology company that deals with customer-generated text analysis. As one of the few companies uses artificial intelligence based on principles of distribution semantics, which provides many competitive advantages, such as language independence. The company was founded in 2014 as a spin-off by team of researchers at the Faculty of Applied Sciences of the University of West Bohemia in Pilsen. SentiSquare currently supplies technology to the contact centers of large companies such as T-Mobile, E.ON or Albert.
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