COMPLAINING ABOUT? UNDERSTANDING THE REASONS FOR CUSTOMER - - PowerPoint PPT Presentation

WHAT CUSTOMERS ARE COMPLAINING ABOUT?

• Dr. Gennadi Lembersky

Bar-Ilan, 2014

UNDERSTANDING THE REASONS FOR CUSTOMER DISSATISFACTION.

NICE, The Worldwide Leader of Intent-Based Solutions

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NICE ENTERPRISE

Customer Interactions

NICE SECURITY

Safety & Security

NICE ACTIMIZE

Financial Risk & Compliance

Driven by x-channel and multi-sensor analytics, we enable organizations:

• Improve business performance
• Increase operational efficiency
• Prevent financial crime
• Ensure compliance
• Enhance safety and security

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NASDAQ:

>80%

>80%

Fortune 100 Customers

~25,00 25,000 Customers $1B $1B

2013 Non-GAAP Revenues

~3,40

3,400

Employees

>150

150

Countries

>35

Local Offices

>10

>1000 00

Service Experts

Collect Cross-Channel Customer Data

Customer Engagement Analytics

Phone Calls Emails Chat Sessions Web Visits Mobile Branch Transactions CRM Customer Data IVR Interactions Billing Transactions

Customer Feedback

• Short messages sent by SMS or e-mails or entered via a special

form on the website.

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• “Price an service. I hav ben with XXXXX since u opend

up here 1518 years ago an hav njoyd ur changes an improvments”

• “I think its horrible that XXXXX charges a 3.00 fee 2 allow

u 2 PAY ur bill the XXXXX locations..ridiculous.u have 2 pay 2 pay”

• Typos, abbreviation, phonetic writing
• Wrong\missing punctuation, no spaces between words
• Lower\Upper case confuses POS taggers

Agent Notes

• Agent summarizes the interaction with the customer either

during the phone call or immediately after it.

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• XXXXXX customer phone is giving him prob

educated customer that we will credit half of 354$$$ Credit for note 3// to customer can Jump into new device will go in store// educated cust// explained hw it would wrk// ive opts// closed

Agent Notes

• In how many ways one can misspell the word payment:

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paymetn paymnt paymnet pyment paymet pyament payent payemtn paymen payament pymtn payt pament payment pymt pytm paymnent apayment apayment payment pa

Automatically Transcribed Phone Calls

• my name is i don't to better sister
• my name is aida to better assist you
• i'm trying to get count as an assistant status
• i'm showing that the account is in a suspended

status

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Text Analytics

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Sentiment Analysis

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USE CASE: WHAT CUSTOMERS ARE COMPLAINING ABOUT?

• Consider thousands of customer interactions
• Assume we can extract relevant text fragments from them
• Consider linguistic variability and domain specific details

Understanding the reasons for customer dissatisfaction

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Customer Complaints Word Cloud

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Closer Look

• Food is really poor . Lets the rest of the service down .
• Service was good but food was awful .
• It's conviniant and runs on time . Seating and food can

be improved

• Food could be a bit better in standard leisure . I like

travelling by Quasigo . You should have more connections into europe . Would choose you over fllying ...

• Let us consider two fragments
• “Meal needs to be improved in Standard Magnum”
• “Better food at Stars Bridge station”
• They clearly talk about the food quality problem,

with different details

Excitement: Using entailment graphs

Meal needs to be improved in Standard Magnum Better food at Stars Bridge station

• Let us consider two customer interactions
• “Meal needs to be improved in Standard Magnum”
• “Better food at Stars Bridge station”
• The corresponding entailment graph is produced

Excitement: Using entailment graphs

Better food = Meal needs to be improved Meal needs to be improved in Standard Magnum Better food at Stars Bridge station

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Customer complaints application

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THANKS!