Exponentia Text Analytics Labs
The biggest question is not if one should use text analytics or not. The biggest question is how reliable your text analytics is and how are you continuously updating the algorithm to stay relevant. Exponentia Text Analytics Labs continuously researches algorithms that makes text analytics more reliable so that they could be used for workflow management in industries which have huge unstructured text data. We have our own proprietary algorithms for sentiment analysis, text classification, pattern detection, and response generation.
Customer feedback analytics
Smart companies find all their answers to innovation in customer feedback. It is extremely important to measure and track customers’ feedback. However, these organizations struggle to manage such large text data and as a result have separate teams managing this as an independent business unit. Exponentia DataLabs deploys intelligent systems which analyses customers’ feedback, allocates to the teams concerned, tracks responses and helps improve the customer service.
Social listening and analytics
In a world where every customer has a public voice, organizations are facing additional challenge to manage brand/ product/ service perception of customer. Our solutions help track multiple sources for adverse feedbacks, alerts the business teams and enable them to respond at the earliest before they snowball into a negative sentiment and a PR crisis.
Customer Delight at Customer Support
There is a huge gap between what customers ask for and what they actually want. And, what they want is just a subset of what they need. The key to drive customer delight is to understand customer needs even before the the need arises. This is where we build predictive models to know what customers are likely to call for so that you can be ready with accurate and exhaustive response.
Product Innovation from Customer Fedback
Best product ideas come from customer complaints. Our research shows that the customers use products / services with a certain expectations that is built by the marketing campaigns. This gap between the expectation vs actual product / services reflects the unmet needs of the customers. Smart companies identify this as a new idea for product development. Our proprietary algorithms analyses customer response with a different lens and generate new product ideas.