Do you understand the words that are coming out of my mouth? Chris Tucker Rush Hour (1998) REAL-TIME SENTIMENT ANALYSIS

Transcription

1 Do you understand the words that are coming out of my mouth? Chris Tucker Rush Hour (1998) REAL-TIME SENTIMENT ANALYSIS

2 WHAT IS SENTIMENT ANALYSIS? Sentiment Analysis, also known as Opinion Mining, is a process of determining the emotional tone behind a piece of text - typically collected in the form of a comment from customers. It s used to gain an deeper understanding into the attitude, opinions and emotions expressed within a brand mention or a comment provided by a customer. WHY IS IT INTEGRAL TO A SUCCESSFUL CEM PROGRAM? A brand s ecosystem is a rich repository of unstructured customer information - typically collected as comments during surveys, s that customers send you, tweets and more. Unfortunately, this data usually sits as individual comments within corporate archives, without being used in any way to strengthen the brand s understanding of their customers. One key reason behind this is the complexity & effort involved in using techniques like Content Analytics to make sense of the information. But brands that have the ability to digitally analyse unstructured comments & free text gives them the immediate power to make meaningful strategic CX decisions - which is exactly what CloudCherry offers!

3 WHY USE CLOUDCHERRY S TEXT ANALYSIS TOOL? Reduce the length of your feedback questionnaires Instead of asking multiple closed-ended questions to your customers, you can ask just one, single open-ended comment question! One place to view all your data Instead of burdening yourself with tedious, discrete manual analysis results, you can now view ANALYSED results of all your customer comments in one place - the CloudCherry Insight Centre Dashboard! Real-Time issue redressal Take immediate action on comments provided by your customers based on the sentiment classification - something that was extremely challenging and time-consuming in the past! CloudCherry s Sentiment Analysis gives you and your brand the power to transform consumer feelings into valuable insights - in real-time!

4 HOW DO YOU LEVERAGE CLOUDCHERRY S SENTIMENT ANALYSIS FOR YOUR BRAND? CloudCherry s CEM platform gives you 2 robust methodologies to analyse customer sentiment: CloudCherry s Proprietary Algorithm CloudCherry s sentiment analysis algorithm uses a strong combination of sentence parsing, dimentionality reduction and a dynamic dictionary to bucket individual comments based on it s tonality (Positive vs. Negative) as well as intensity (Strong vs Moderate) to be able to classify the emotional tone behind the consumer s comments. IBM Watson Message Sentiment IBM Watson Message Sentiment provides easy-to-use mechanisms to identify the positive or negative sentiment within a text content. The algorithm looks for words that carry a positive or negative connotation. It understands negations (negative words) and modifiers (words than change the intensity of a comment - good vs. very good) and can be used to track the voice of the customer for an organization or to support user feedback and surveys. 30% STRONG NEGATIVE 15% STRONG POSITIVE 10% NEUTRAL 45% MODERATELY NEGATIVE

5 ABOUT CLOUDCHERRY CloudCherry is a leading, real-time omni-channel Customer Experience Management (CEM) platform that lets customer-facing brands track, measure & improve Customer Delight - thereby increasing profitability and loyalty. With CloudCherry, brands get to capture experiential data at every customer touchpoints using 17 channels of interaction (& counting), get real-time alerts and notifications to address issues as they happen, and view all data on a single dashboard - a true CX one view. Many of the largest brands in the world don t just satisfy, but delight their customers with CloudCherry s CEM platform. info@getcloudcherry.com