Platforms

Listen to every conversation from your customer

Omni-Channel Data Aggregation

Customers talk to you through different external and internal channels. Use Prism to aggregate conversations from every channel to get actionable insights.


Social Media Collect real-time data and historical data from social sources like Twitter, Facebook, Facebook brand pages etc;

Relational Databases Collect data from your app data stores like transaction notes, remarks etc; or even customer profile data and Prism which group of customers are having problems.

Excel Upload flat file data about customers, transactions or messages into the system quickly using Excel.

Email Prioritize your customer support emails, act on your customer problems before your customers go social and increase your CSAT level.

Blogs & Boards Collect expert reviews from major blogging platforms like Tumblr, Wordpress etc; and analyse how your brand is getting reviewed by influential people.

Custom Is your data source is not listed here? Talk to us. We will help you out in getting data from your specific source.

Reviews Collect reviews from any review site; and let Prism analyse and tell you which attribute your customer is giving you a 5 star rating (positive sentiment) and which attribute a 1 star rating (negative sentiment).

Natural Language Processing

The heart of Prism is our language processing capabilities which powers customer intelligence and real time engagement. This gives us ability to understand unstructured text like the way human brain does!

Sophisticated language and statistical models have been designed by a team with several decades experience in NLP research. Over several years of training on large volume data corpus, Prism has been able to derive very high accuracy levels of text mining.

By overlaying domain ontology on top of the data, Prism automatically categorizes sentiments into features of the product. Prism’s NLP framework is fully proprietary.


Named Entity Recognition
Example

“It is here that I have a bone to pick with John Doe, Speaking at the inauguration of Doe Foundation Hospital in New York last Saturday, he said..”

Output

Bone – Product Type; John Doe – Individual; Doe Foundation Hospital – Facilities; New York – City; Saturday – Day

Prism’s NER engine uses a tag set that comprises of Person (Individual, Group), Organizations (Government, Non Government, Public – private Organizations, Political Parties), Location (Place, District, City, State, Nation), Dates, Facilities (Hospitals, Library, Police Station), Figures (amounts, quantities etc.), Others... (Diseases in Health, Anatomical parts in Human Anatomy, Acts in Legal,Economic Indicators in Finance)

Intent Analysis
Example
  • I need a PS4 or iPhone 5s this Friday.
  • I want to exchange these products for other ones.
Output
  • Intent to Buy.
  • Intent to Churn.
Calendar Event Extraction
Example

“Can we meet for coffee next Tuesday?” - Mar 7, 2015

Output

Tuesday is extracted and mapped to date March 10th, 2015

Topic Identification
Example

“Very good location and party place. Miami the club inside it is super hot, even at 2 in the night the cleaner came for room cleaning. Very premium and cozy. Pasha on 24th floor is super”

Output

The topic is identified as Hotels

Anaphora Resolution and Co-reference Chains
Example

Mary bought a loaf of bread. She gave it to John. He was very thankful to her. John went with the bread and gave it to his mother. She was very happy.

Output

Mary bought a loaf of bread. She [Mary] gave it [a loaf] to John. He [John] was very thankful to her [Mary]. John went with the bread and gave it [the bread] to his [John] mother. She [his mother] was very happy.

Sentiment Analysis
Example
  • The mileage is very high in this car.
  • The fuel consumption is very high in this car.
Output
  • Positive sentiment attached to Mileage of the car.
  • Negative sentiment attached to Fuel Consumption.

Prism’s sentiment engine co-relates sentiments to features/attributes of product, handles comparisons and distinguishes context specific sentiment as in the case above

Theme Extraction
Example

“We had a session for top management of the company. Quite organized, good ambience and no interference. The food was tasty with good variety. Lots of variety in the buffet. Staff was ready to help. This facilitated learning”

Output

Themes are identified as follows:

Top Management Good Ambience Good Variety

Verb Argument Extraction
Example

Mary bought a loaf of bread. She gave it to John. He was very thankful to her.

Output
Actor Action Argument 1 Argument 2
Mary Bought Loaf of bread  
Mary Gave Loaf of bread John
John Was Very thankful Mary

Contextual NLP

Contextual NLP extends graph theory techniques to differentiate entities, disambiguate them and resolve them against available knowledge bases. Prism’s technology has been built to resolve against public knowledge bases such as Wikipedia, Wordnet etc and can be configured to lookup private knowledge bases.

Example

“The president gave a brilliant speech during his trip to Iowa in June 2014”

Names of people are typically resolved against public knowledge bases contextually. In the above case, Prism’s technology uses the location and date as a context to determine that this refers to President Obama.

Predictive Analytics

Business Intelligence has seen a paradigm shift where mining insights are not nearly enough but how do use these insights to arrive at predictions about customer behaviour, potential purchases, other outcomes that could directly drive customer lifetime value.

In this realm of predictive analytics, structured or unstructured data alone do not provide enough customer input data to arrive at meaningful and accurate predictions. Both have to be combined together with an application of statistics to arrive at critical customer behaviour predictions that increase customer lifetime value.

Prism’s deep expertise in structured data analytics through use of tools like R, WEKA and analysis of unstructured data through Natural Language Processing put us in a sweet spot to map customer profile, transaction and sentiment data across all channels and use these on large scale HADOOP clusters to predict customer behaviour real time.