VoC - Voice of Customer the Solution for the analysis of opinions of clients

Yandex Data Factory and the Russian software developer of VESOLV in the spring of 2016 announced cooperation in creation of solutions of the class Voice of Customer (The client's voice) and Voice of Citizen (The citizen's voice). They are intended for the commercial and state organizations which want to automate collecting and the analysis of opinions on their work.

Developments of VESOLV and the modules created by specialists of Yandex Data Factory using machine learning are the cornerstone of new products. These modules allow to analyze the text — in particular, to distinguish in it responses and opinions of clients, to define their tonality and existence of references of specific products, services or services. Similar information will help the companies to see the defects, to improve business processes and interaction with consumers.

The modules Yandex Data Factory are capable to analyze data from several sources at once. It can be as internal information of the company (for example, records of transactions, data of CRM and call center), and external (a customer feedback in social networks, marketing researches, etc.). For collecting of external data public open sources can be used. All information is processed in anonymous form therefore service issues the general opinion of clients, but not certain people.

The release of the first product VESOLV Voice of Customer for the financial sector will take place in March, 2016. The demoversion of VESOLV VoC is already unrolled at computing powers of Yandex Data Factory. In 2017 there will be a release for public sector. Acquisition of a product either according to the SaaS model, or on licensing model will be offered the customer at choice.

Examples of use of VoC (financial sector)

1. Decrease in outflow of clients of VoC will allow to reduce a negative of clients from service. The client comes to office of the company and receives service. During customer service the analysis of a conversation for assessment of emotional client state is performed. If necessary the SMS notification of the manager of department is performed. On completion of service a request for satisfaction assessment is sent the client, it becomes within 5-10 minutes after completion of service. The main idea "catch" the client before he did not begin to distribute the negative information somewhere else.

2. Reduction of time from the Idea to the Product output in sale of VoC will allow to simplify and accelerate testing of the Ideas and advertizing campaigns. For example for refining of parameters of a demand curve and sensitivity of clients to a rate of the credit it is possible to start "A new credit product" and to instantly begin to collect responses and client impressions about a product. At the same time an opportunity will continuously compare number of the clients using classical products and "A new credit product", to analyze as product characteristics influence the choice and use of a product. It can be done to on-line.

3. Development of a product matrix of financial institution the Normal turnover cycle of products and their characteristics makes several months. The main role at new product development is played by divisions of marketing and sales and also, as a rule, the external marketing agency. VoC provides to participants of process to provide considerably the bigger volume of useful information "the client's eyes" and also "the employee's eyes", than in the normal scenario. VoC will allow to analyze

• as clients (the commonly accepted name, but not legally edged formulation) most often call products of bank
• to what characteristics most of all pay attention and to what characteristics do not pay attention
• on the basis of what judgments perform the choice of a product or characteristic
• as position a product and its characteristics in comparison with competitors and brands

Examples of use of VoC (state agencies)

Increase in efficiency of state agencies Interaction of authorities and citizens

• Collecting of citizens' appeals using different channels (a hot line, the websites to, a reception and so forth)
• Interaction directly with citizens
• Interactions from media Use of TA allows first, to categorize citizens' appeals on address subjects, the social status of the citizen, and other criteria. Secondly, to group citizens' appeals in the importance of a problem and rezonansnost. At last, to collect proposals of citizens on the problem resolution and improvement of conditions. As TA works in real time and can process large volumes of addresses daily, TA allows to monitor quickly influence of publications in media and other sots. media on responses of citizens. Besides, TA allows to reveal quickly arising tendencies finding reflection in citizens' appeals to take necessary measures and to estimate effect of the taken measures.