Leading, Customer-Driven Travel Services Agency Licenses Attensity’s “Voice of the Customer” Solution to Tailor Programs and Services to Meet Consumer Requirements
PALO ALTO, Calif.--Attensity™, the leader in text analytics software for business intelligence, today announced that Travelocity®, the sixth largest travel agency, has licensed the innovative Attensity text analytics suite and Attensity Voice of the Customer (VoC) solution to better serve its vast online customer base. Travelocity purchased Attensity’s software applications for their unequaled ability to rapidly, accurately and automatically analyze customer feedback stored in unstructured text formats such as emails, survey responses, service notes, Web forums, weblogs and other forms of customer exchanges.
As a leading provider of 24/7 direct consumer travel services, Travelocity is fully focused on customer service satisfaction or “customer championship” as it is referred to throughout the company. In line with the “Travelocity Guarantee” and “Customer Bill of Rights,” Travelocity now uses Attensity’s software to proactively research and react to customer issues, requests and general sentiment. Teradata Corporation, the leader in enterprise data warehousing technology and an Attensity solution partner, will help deliver Travelocity’s purchase of Attensity for the transformation of freeform customer feedback into identifiable facts and events into a relational format. Attensity then fuses the results with Travelocity’s structured data, which Teradata makes available to business users in a fully traceable Active Data Warehouse.
“The Travelocity Guarantee looks out for our customers all trip long – even before they go,” said Ginny Mahl, vice president, sales and customer care, Travelocity. “Our charter to continually raise the standard of travel services hinges on our ability to know our customers completely. By working with Attensity, we’re able to discover what our customers are saying about their experiences and what types of services they desire in the future.”
Travelocity receives copious amounts of unstructured customer feedback, inquiries and requests. Each communiqué contains vital information about customers, but unstructured content is impossible to analyze and act on without specialized tools. With Attensity, Travelocity now has the ability to garner actionable customer feedback from freeform feedback for greater service. Moreover, the travel agency can identify new product and program opportunities that better meet customer needs.
Attensity VoC employs the company’s patented Exhaustive Extraction™ technology to automatically identify facts, opinions, requests, trends and trouble spots from the unstructured text of survey responses, service notes, email messages, website forums, blog entries, news articles and other customer communications.
“We developed the VoC solution for companies like Travelocity that are driven to offer unprecedented customer service,” Craig Norris, Attensity’s chief executive officer, said. “Our software solutions enable organizations to connect with individual customers in mutually beneficial ways — customer issues are heard and acted upon, and the company is in a better position to mold services to meet customer requests and perpetuate return business.”
Unlike programs that require manual tagging, sorting, classifying or other upfront effort Attensity VoC automatically extracts valuable data from written feedback to provide analysts and managers deeper insights into customer satisfaction, sentiment and loyalty. Attensity VoC can also reveal specific product and service issues, reactions to marketing and public relations efforts, and even buying signals. The automated application provides early warnings on customer “cries for help” as well as performs analysis on and produces insight for Net Promoter® Score “detractor” and “promoter” issues and requirements.
“Large enterprises are flooded with unstructured data that contains information essential to making prudent business decisions,” Esteban Kolsky, Gartner’s research director for CRM, said. “One of the fundamental benefits of text analytics is that it affords organizations a much deeper understanding of business issues than business intelligence applications offer alone.”
About Attensity™
Attensity’s text analytics software rapidly and accurately transforms unstructured data into valuable, actionable information. Global enterprises and government agencies automatically extract all the facts from freeform text, integrate these facts with structured data and leverage the fused data set to make decisions using Attensity’s text analytics suite. The company's patented Exhaustive Extraction™ technology enables investigators, analysts, managers and executives to speed detection and response to critical events and issues related to intelligence analysis, insurance claims analytics, service and warranty analysis, customer care, anti-money laundering and fraud detection. Attensity teams with Teradata, HP, IBM and Business Objects to offer comprehensive solutions integrated with data warehousing and business intelligence systems. Attensity is a 2007 winner of the Red Herring 100 North America award, an honor reserved for top private technology companies. The company is headquartered in Palo Alto, Calif. with a technology center in Salt Lake City, Utah. More information is at www.attensity.com.
