NEXT GENERATION CUSTOMER INTELLIGENCE

Automotive

Understand your customers better than anyone else. Include previously hidden consumer insights in your product development process.  

CUSTOMERS

Current situation

Any large car manufacturer today has an established process to analyze consumer comments and complaints . The analytics team of the relevant department processes consumer comments in detail, to understand the reason for the comment and to link the comment to a specific product or consumer comment code in the customer management system.

Current coding attempts to meet requirements of standardization without compromising on granularity. However, the analysis of the data by comment code and product does often not provide the required level of insight, specifically when a deeper understanding of the consumer comment is required. The latter typically happens when the comment volume for a specific product raises unexpectedly, or when a known incident should be analyzed and quantified in depth. In this regard, new tools must be found that allow for unrestricted exploration of the comments.

Innovation by Argument-Mining

Summetix’ ground-breaking approach allows for in-depth analysis of customer comments. Compared to traditional surveys, Argument Mining enables unbiased, faster and cheaper gathering of product improvement potential by condensing large amounts of data to key insights. And this up to 1000 times faster than a human reader.

Argument Mining technology reduces the amount of text to be considered by 90% by solely extracting relevant arguments for a search term, a given product ID or the entire business unit. For an automotive company, this might include information about yet unknown failure patterns or a known issue such as a heating problem. All arguments are automatically classified as positive or negative.

In a world that is flooded with data, access to the relevant pieces of information is essential.

Next Generation Customer Intelligence

  • Use your personalized language model
  • Detect the unknown unknowns
  • Find churn drivers
  • Understand how to win against your competition

How does it Work

filter

Which are pro and con arguments?

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data reduction

aggregate

Which arguments can be grouped?

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human performance

compare

Which groups occur with which product?

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improvement through fine-tuning

correlate

What are Unknown Unknowns?

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months earlier

measure

How costly are my product problems to my business?

Directly assess the financial impact of product issues 

 
 

 

What Our Clients Have To Say​

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