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Mindshare Combines Speech-to-Text with Analytics

Mindshare Speech-To-Text voice-of-the-customer tool transcribes customers' phone comments and uncovers actionable information.

June 24, 2011
Speech Technology
This article originally appeared on the Speech Technology website. The original online article can be read here.

Mindshare Technologies recently released Mindshare Speech-to-Text, an integrated transcription, customer feedback management, and voice of the customer tool.

Customers are given the opportunity to respond to surveys at the end of a phone call with customer service. Midshare Speech-to_Text transcribes the audio comment and feeds it through Mindshare's Text Analytics Suite, instantly converting the audible feedback into actionable information for store managers and company execs. The three-part Text Analytics Suite includes the following:

Mindshare Explore: Explores every sentence of each customer comment to identify the phrases and topics most often mentioned, like "wait time," "rude employees," and "cell phone."

Mindshare Discover: Discovers previously unknown insights in multiple customer comments by correlating structured data (like location, time of visit, and customer satisfaction ratings) and unstructured data (open-ended comments). For example, Discover can find that employee cell phone usage drives poor customer satisfaction ratings.

Mindshare Monitor: Monitors trends in customer comments based on categories specific to your business. For example: if a customer says they "waited 20 minutes," Monitor categorizes it as "Speed of Service," then adds it to a trend report and graph.

With Speech-to-Text, individual location managers and company execs receive their customers' comments in both audio and transcribed formats in real time.



About Mindshare Technologies
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.