Improving customer satisfaction through the analysis of SNS posts using generative AI for further VOC utilization.
We would like to introduce a case where Mizuho Bank, Ltd. has implemented a new feature using the generative AI of the "Visualization Engine" that enables positive and negative assessments of social media posts. The company is actively working on utilizing VOC (Voice of Customer) and has leveraged this to enhance the collection and analysis of VOC across a wide range of areas, aiming to further improve customer satisfaction. With this implementation, it has become possible to analyze the full text of social media posts and understand the context, allowing for the detection of nuanced expressions that were previously difficult to identify, thereby enabling a more accurate grasp of customer voices on social media. [Case Overview] ■ Background - To strengthen the collection and analysis of VOC across a wide range of areas ■ Results - It has become possible to detect nuanced expressions that were previously difficult to identify - A more accurate understanding of customer voices on social media has been achieved *For more details, please refer to the related links or feel free to contact us.
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As a company that continues to create added value from all kinds of information, we have been providing cloud solutions centered around technologies such as 'text mining' and 'data mining' since our establishment in 2006. We visualize big data, such as customer voices, customer data/purchase data, and HR information, and have the power to provide insights.