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Business Problem

Awareness of customer sentiments and issues may be slow to emerge if you rely exclusively on traditional feedback channels or indicators such as product returns. Online social platforms are a great source of insight, especially for consumer goods and services where customers are quick to post experiences and opinions to blogs, forums and social networks. Early warnings start with monitoring and measurement – finding brand mentions associated with quality-related terms – but it requires correctly extracting relevant details, events, facts and relationships.

Business Solution
  • SAP BusinessObjects Data Services
    • Text Data Processing
      • Entity Extraction transform for natural lanaguage processing of unstructured text
    • Data Quality
      • Match transform to cluster similar entities
  • Voice of the Customer Specialized Extraction Content 
    • Out-of-the-box entities, relations, and requests pre-configured to extract key information for sentiments: strong positive, weak positive, neutral, weak negative, strong negative, problems
    • Available in English, French, German and Spanish
  • Text Data Processing Data Quality Blueprint
    • End-to-end job that is configured with best practices to solve a specific scenario and includes sample data and may be run in the customer's environment with only a few modifications
    • Highlights post processing by utilizing the Data Quality – Match transform to group similar topics for sentiment analysis and visualizing via BusinessObjects Universe and Web Intelligence
Business Benefits
  • Filter out the noise and listen to your most passionate and vocal customers
  • Identify factors influencing brand loyalty
  • Better predict consumer trends
  • Ensure your product launch success
  • Spot developing issues or risks
  • Boost customer retention and reduce churn rate
  • Extend the value of your Enterprise Information Management and Business Intelligence investments rather than deploy new tools



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