Attensity, a vendor
specialising in integrated suites of customer analytics and
response applications, has launched a new text analytics platform
for retail banks to evaluate customer sentiment and forecast
demands.

Attensity’s Retail Banking Industry Solution enables banks to
extract customer conversations on social media platforms, email,
survey responses and customer relationship management notes via a
text analytics platform.

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The vendor said that the scaling would enable banks to “listen,
analyse, relate and act on customer conversations, no matter where
they take place”.

 

The Attensity Banking Industry Solution includes
information on:

  • Analysis on churn and dissatisfaction;
  • Marketing campaign tracking;
  • Competitive analytics;
  • Survey analytics;
  • Analysis of customer sentiment around brands, offerings and
    service;
  • Measure product launch success to accurately forecast
    demand;
  • Customer demographics.

The vice president of global product management at Attensity,
Catherine van Zuylen, said that
Attensity’s Retail Banking Industry Solution would help banks
“identify the true reasons for churn and extract real business
value from customer conversations [and provide] new insights to
product and service development teams that build loyalty and create
up-sell and cross-sell opportunities.”

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The vendor counts Citigroup and
UK-headquartered Lloyds Banking Group as clients.