(2016-06-28) Voices A Text Analytics Platform For Understanding Member Feedback

Voices: a Text Analytics Platform for Understanding Member Feedback. Voices aggregates unstructured text across both internal (e.g. LinkedIn posts, customer support cases, NPS survey results) and external (e.g. social media, such as Facebook and Twitter, news, forums, and blogs) data sources

“Voice of the Member” (VOM)

It is important to find the main topics/themes in VOM data not only to understand members’ concerns and pain points, but also to derive insights so that better business decisions can be made to improve products and user experiences

In Voices, there are three key text mining components, as illustrated in Figure 2.
Relevance Solution
Classification Engine
Topic Mining

Relevance Solution

Classification Engine

builds a Support Vector Machine (SVM) model using sample documents with known labels of predefined categories

Topic Mining

While developing the Voices system, we have learned many lessons we can share with the community.