otso for Automated Survey Coding

otso makes it easy to analyse all of your customer feedback and media mentions, powered by the latest advances in AI.

Challenges in Automated Survey Coding

Survey Coding

Organisations receive a large volume of customer feedback through survey responses. Manually coding these responses into different categories and analysing them for insights is a time consuming and costly process.

Data Complexity

Customers provide organisations with a wealth of direct feedback about their key pain points. However, this feedback is largely unstructured, and unlocking its value quickly and at scale is difficult.

Operational Decisions

Organisations cannot make operational decisions from BI reports that out of date the minute they are created. Organisations need to be able to continuously monitor customer feedback and sentiment to identify and triage emerging issues and track interventions in real-time.

Solutions

Custom Natural Language Classifiers

Automate the manual coding process and identify other key topics (e.g. Retention Risks) from your data with custom natural language classifiers.

Domain Specific Sentiment

At otso we have developed state-of-the-art sentiment models to provide a higher accuracy for Australian organisations. These models can be further trained on your specific domain to capture the nuances of sentiment in the voice of your customer.

Impact Metric

Measure the impact of individual services, topics, products or themes against organisational KPIs such as Net Promoter Score (NPS), Customer Satisfaction, Customer Effort and Sentiment.

Save Time, Save Money

Artificial Intelligence provides powerful capabilities for automation, especially for routine tasks. Leverage the power of AI and cloud computing to free up organisational resources, allowing your teams to focus on value-creating work.

Smart Data, Smart Decisions

Avoid the pitfalls of anecdotal evidence, use the institutional knowledge locked within your data to make rigorous data-driven decisions, and bust organisational myths before they take hold.

Drive Change

Identify key drivers of NPS, customer satisfaction, customer effort and other core business KPIs. otso's customisable dashboards support a wide range of standard and custom metrics, and demonstrate the relationship between these metrics and the emergent concepts in your data.

Other Features

Identify key customer pain points and sources of customer effort.

Understand trends over time and identify where customer needs are not being met.

Understand and analyse all channels of customer feedback side-by-side, e.g., service or information requests, compliments or complaints.

Continuously monitor customer sentiment to identify and triage emerging issues and track interventions in real-time.

Discover and explore verbatim comments that support your insights.

Understand Context: otso provides organisation, issue, and industry benchmarks for key metrics, leading to a deeper understanding of the importance and impact of specific issues against organisational and industry baselines.

Move Beyond Silos: Feedback channels and data collection often create 'data silos', trapping your information. otso supports a wide range of regularly siloed data types, to help you obtain a holistic view of issues contained within all of your data.