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Multilingual customer review analytics solution

Country of Origin: Spain
Reference Number: TOES20180613001
Publication Date: 13 June 2018

Summary

A Spanish tech-based company, with branch in USA (70% from its turnover from Silicon Valley), has developed a multilingual text analytics customer experience platform. It collects and analyses all the unstructured texts from social media, online reviews, call centers logs, and any kind of text in order to transform it into valuable insights to take business decisions. The company is looking for license agreements.

Description

Knowing customers opinion is a crucial information for the development of any company. The problem is that, most of the people show their opinions about products and services on the internet (blogs, forums, etc.). It is a big amount of unstructured information that is difficult to collect and to analyze butessential to take the right decisions. 



In order to address this problem, the Spanish company has developed a tool that collects a vast amount of texts (from social media, online reviews, etc.) and transforms it into a few insights that are relevant for business decisions. The company uses the most recent advances in NLP (Natural Language Processing) and computational power, learning any given brand's global reputation is almost totally automated.



Currently, there are other solutions in the market that provide customer review analytics but are limited regarding the number of languages supported and do not combine statistics with language knowledge (coloquial use of language). On the other hand, this sloution supports more than 20 languages and combines statistics with language knowledge to provide a more accurate analysis.



The company was born in 2008 and now is also established in the USA (70% of the company turnover).



The solution presents the following features:

-Text structuration: extracts precisely what customers are feeling about particular topics – and even how strongly they feel – with over 70% (out-of-the-box) and 90% (after fine tuning) accuracy across +20 languages and variants.

-Cost effective: 1/3 of the manual cost. 

-Priorities definition: It helps to create new categories on the go so users can focus on what is key for them, like specific stores, staff, pricing strategy, locations, promotions, products or features.

-Topic-based analysis (not document or sentence –based). Picture attached.

-Multilingual: +20 languages and variants (Turkish, Russian,…). 

-Categorization: 420 categories (sales, aftersales, brand…). 

-Bottom-up: Extracts the more frequent topics and concepts. 

-Spelling: Context dependent and context independent. 

-Removal of proper names, brands and offensive words, helping to comply with GDPR (General Data Protection Regulation) legislation. 

-Language detection: Language identification in documents that may contain text from more than one language or variant.

-Flexible and customizable visualization.



The solution is offered in four different packs depending on needs:

1) General purpose pack (without categorization):

- 8 languages.

- Topic-based sentiment analysis: To identify opinions at the topic level, not the document or sentence.

- Entity extraction:Comply with GDPR (General Data Protection Regulation).

- Topic/phrase extraction: Identifies the main issues in the reviews.



2) Hospitality sector pack:

- 8 languages.

- Topic-based sentiment analysis: To identify opinions at the topic level, not at the document or sentence.

- Categorization: Fine-grained approach allows for the handling of customized categories.

- Entity extraction: Comply with GDPR (General Data Protection Regulation).

- Topic/phrase extraction: Identifies the main issues in the reviews.



3) Automotive sector pack:

- 20 languages.

- Topic-based sentiment analysis: To identify opinions at the topic level, not at the document or sentence.

- Categorization: Fine-grained approach allows for the handling of customized categories.

- Topic/phrase extraction: Identifies the main issues in the reviews.



4)Consulting pack for producing different sector and languages: 

- It allows to customize the solution depending on needs and challenges. 



The SaaS version of the platform is aimed at customer experience officers, marketing executives, and VoC (Voice of the Customer) champions, specially, those working for the retail sector.



The company is looking for international ICT partners willing to cooperate under license agreement in order to market this technology within a defined area.

Advantages and Innovations

-There are similar tools in the market but this is the only one that works with more than 20 languages and combines statistics with language knowledge.



-It takes the guesswork out of market research and customer insight, revealing trends that appear across the entire data collection.



-No programming skills required: Excel-based and designed for business users.



-Fully automated process that provides big savings if compared to manual analysis (automatic analysis is around 1/3 of the cost).

Stage Of Development

Already on the market

Requested partner

The company is looking for international ICT integrators with good knowledge of the client oriented business sectors (retail, hospitality, automotive,…), market research companies and CX (Customer Experience) platform providers willing to market this technology under license agreement.