Not all artificial intelligence is designed to analyze the Voice of the Customer. When a company needs to leverage thousands, or even millions, of verbatims from different sources, it needs technology capable of understanding language, structuring data, and generating consistent analyses over time.
This is the role of AI specialized in customer feedback analytics. At viavoo, this technology is powered by proprietary analytical AI, developed specifically to understand and leverage customer feedback at scale.
Analytical AI that understands meaning and context
Customers can express the same issue in very different ways. “I waited forever to receive my order,” “delivery took far too long,” or “my order arrived several days after the promised date” all describe the same issue: an excessively long delivery time.
viavoo’s specialized analytical AI takes into account the meaning and context of comments. This understanding makes it possible to group different formulations together and obtain a more accurate view of the customer experience.
Analysis tailored to customer experience challenges
Voice of the Customer analysis is not simply about understanding texts. It must make it possible to identify themes, emotions, pain points, customer journey stages, and satisfaction drivers, and then cross-reference these different dimensions to uncover insights that are useful to teams.
For example, a single verbatim may express satisfaction with the product, frustration with delivery, and an intention not to purchase again. Multi-categorization makes it possible to preserve this richness by analyzing several dimensions of the same feedback simultaneously.
Analyzing 100% of feedback
Exhaustiveness is another key challenge. When dealing with large volumes of data, some approaches may rely on samples, potentially causing certain weak signals to be overlooked.
At viavoo, the approach is based on analyzing 100% of feedback, from multiple channels: surveys, online reviews, emails, conversations, social media, etc.
This exhaustive analysis provides a more complete view of the customer experience and makes it possible to track how it evolves over time, whether insights are strongly or weakly represented.
From data to customer knowledge
Ultimately, the goal of analytical AI is not to produce more text, but to produce greater understanding.
By analyzing feedback at scale, taking into account its meaning and context, and structuring the different dimensions of the customer experience, viavoo’s proprietary analytical AI transforms a mass of verbatims into actionable knowledge.
👉 Want to discover how viavoo can transform your customer analysis? Fill out our contact form to speak with our experts.