What is semantic analysis in Journey?
In Vocaza Journey we use an Artificial Intelligence engine to perform semantic analysis.
Each comment is analysed to detect :
- an overall tone: is the comment positive, negative or neutral?
- a tone per sub-sentence (each part of a comment can have its own tone);
- themes (for example: communication and reachability, relations with callers, waiting time on the phone, access to the service, etc.);
Themes and tones are key elements in Journey. They help to highlight the issues that need to be worked on or capitalised on, in particular through the matrix showing the distribution of themes by volume and tonality.
What types of semantic model are there?
The universal plan:
The universal plan is customer-centric and assesses the fundamental needs of the consumer, whatever the sector of activity.
It is based on an analysis of the emotions and opinions expressed in comments, identifying criteria such as clarity of information, reliability of service, punctuality, trust in the brand and personalisation of the experience.
This plan makes it possible to identify cross-functional areas for improvement, such as accessibility, value for money, safety and innovation, based on universal customer expectations.
Sector plans:
Sector plans are designed to adapt the semantic analysis to the specific characteristics of a business sector (banking, events, healthcare, etc.).
They include themes specific to each sector, such as planning and logistics for events, contactability and file management for mutual insurance companies, or account security and bank charges for finance companies.
These plans enable companies to better understand their customers' expectations based on the specific characteristics of their market, and to identify areas for improvement specific to their sector.
Business plans:
Business plans focus on the company's internal functions and help each department (customer service, marketing, sales, etc.) to understand and improve its impact on the customer experience.
They focus on criteria specific to each function, such as the responsiveness of customer service, the relevance of sales offers, the quality of team training and the efficiency of internal processes.
These plans enable companies to optimise their organisation and respond more effectively to customer expectations, depending on their area of activity.