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©2012 Revinate, Inc. | 6/6/22 ©2012 Revinate, Inc. | 6/6/22 Understanding Voice of the Customer Data

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Social Media and the prevalence of user generated content have created huge opportunities for hoteliers. Every hotel's laundry is now aired publicly, and with the right tools innovative leaders can use online feedback to find out what guests love and hate about their hotels and even their competitors. But finding signal from the noise can be incredibly complex and time consuming. Complex, sophisticated analysis of unstructured data must be presented to end-users accurately and intuitively. The goal is to help users learn, and act, quickly. Clarabridge, which powers Revinate's sentiment analysis, has been the longtime thought leader in natural language processing and is the enterprise standard for Fortune 1000 companies. Please join John Armstrong of Clarabridge and Michelle Wohl of Revinate for a FREE webinar to learn more about Sentiment Analysis. We will cover: - How to gather customer insight to drive organization-wide change - How to transform feedback into insight - The technology behind Clarabridge's natural language processing and how Revinate customers benefit

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Page 1: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Understanding Voice of the Customer Data

Page 2: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Sentiment Analysis

Page 3: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Sentiment Analysis

Page 4: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Clarabridge at a Glance

• Industry Thought Leader Founded in 2005

• 7th fastest growing software company1

Representative Customers

Market Leader

Market Favorite

- 100% Focus on CEM/VOC- 200+ CEM projects- Proven Multi-Source Solution- Enterprise Standard across Fortune

1000- Drive Value for our customers

• Advanced, End User Friendly Technology

• Industry Expertise• Experience and Best Practices

Page 5: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Please provide any additional details

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl

antehabeo. The beds were too soft, but the manager was kind. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto. Wisi ea ymo augue, indoles letatio, dignissim. Conventio oppeto proprius vel loquor bis gravis qui iriure indoles commoveo feugait brevitas.

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl antehabeo. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto.

Name: [email protected] ID: 72363Date of Visit: 05/23/2011

The beds were too soft but the manager was kind.

Understand Clauses& Relationships

Natural Language Processing (NLP)understand syntax & context

NOTSoft BedsKind Manager

Kind BedSoft Manager

Extract Facts

1 2

Noun

Verb

Adverb

Adjective

Noun

VerbAdjectiveTag Parts of Speech& Entities

Patented technology ensures customers experience is captured accurately

The beds were too soft but the manager was kind.

Page 6: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Structured Data JoinerBring key elements from structured data

Add even more context by drawing in data from other systems

Please provide any additional details

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl

antehabeo. The beds were too soft, but the manager was kind. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto. Wisi ea ymo augue, indoles letatio, dignissim. Conventio oppeto proprius vel loquor bis gravis qui iriure indoles commoveo feugait brevitas.

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis.

Name: [email protected]

Location ID: 72363

Date of Visit: 05/23/2011

Page 7: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Classification Suite for Analysis & Action

Page 8: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Complete Spectrum of Customer Sentiment

Please provide any additional details

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl

antehabeo. The beds were too soft, but the manager was kind. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto. Wisi ea ymo augue, indoles letatio, dignissim. Conventio oppeto proprius vel loquor bis gravis qui iriure indoles commoveo feugait brevitas.

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl antehabeo. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto.

Name: [email protected] ID: 72363Date of Visit: 05/23/2011

The beds were too soft but the manager was kind.

Page 9: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Complete Spectrum of Customer Sentiment

Degrees of

Sentiment

ensure accuracy

Page 10: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Complete Spectrum of Customer Sentiment

The beds were soft

The beds were too soft

The beds were wonderfully soft+4

+1

-1

Page 11: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Complete Spectrum of Customer Sentiment

The phone was thin+3

The sheets were too thin-1

Page 12: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Complete Spectrum of Customer Sentiment

Every clause, each verbatim, across all sources scored and tuned

Please provide any additional details

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl antehabeo.

The beds were too soft, but the manager was kind. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto. Wisi ea ymo augue, indoles letatio, dignissim. Conventio oppeto proprius vel loquor bis gravis qui iriure indoles commoveo feugait brevitas.

Suscipit ullamcorper ullamcorper, populus exputo letatio bene. Suscipit brevitas, tamen gilvus decet pagus exputo antehabeo, comis. Pagus melior, suscipere utrum reprobo luptatum facilisis roto illum lobortis. Et usitas te vereor gemino ut, capto fatua secundum blandit immitto ut. Usitas ulciscor illum vel ex eu ventosus facilisi mara plaga nisl antehabeo. In praesent inhibeo odio vero augue zelus eros dignissim neo ut damnum consequat iusto.

Name:

[email protected]

Location ID: 72363

Date of Visit:

05/23/2011

Page 13: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Delivering the Call to Action

Operations

Ownership Group

Sales

Marketing

Human Resources

General Manager

Front Desk Operational Improvements

Employee Recognition

Training

Policy Changes

Capital Spending

Page 14: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Sentiment Analysis in Revinate

Page 15: Understanding Voice of the Customer Data [Slides]

©2012 Revinate, Inc. | April 8, 2023©2012 Revinate, Inc. | April 8, 2023

Questions?


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