Exhaustive Extraction™ is the ability to automatically extract people, places and things and their roles and relationships in text. By using this type of advanced linguistic understanding, which is done automatically and with no reliance on keywords, we identify and extract the true meaning of text, powering early warning and highly accurate reporting applications.
Exhaustive Extraction “starts with the text itself and lets it tell the story.”
It looks at words and their surroundings, diagramming sentences and phrases in much the same way as the human mind interprets them. It parses this content and then exhaustively extracts facts, relationships and sentiment from this data, making Attensity extremely accurate.
For example, let’s look at the sentence “it was even a smoking room, but I could not smell anything”. Attensity’s Exhaustive Extraction uses the linguistic structure of the sentence and automatically extracts both entities (such as the location “a smoking room” and the person “I”) and relationships or events, as interpreted in what is called a triple: I:smell[not]:anything. This indicates a non-smelly room event which can be compared with other events that are found and analyzed much like structured data.
Likewise, “the room was clean, on a smoking floor, and smelled fresh”, is properly coded: The room:smell:fresh. Again, this is correctly interpreted as a positive event.
Attensity also makes use of automatic Voice Tags, which refer to additional information about an Attensity extraction that can change its meaning. The change can be subtle or extreme, and provides crucial insights into data.
There are 7 different Voice tags:
- Question [?]1
- Conditional [if/then]
- Intent [intent]
- Negation [not]
- Augment [more]
- Recurrence [again]
- Indefinite [maybe]
Question [?] voice indicates that the sentence from which the fact was extracted was in the form of a question.
How can I get free shipping with future orders?
free shipping : get [?]
Condition [if/then] voice can be utilized to find priceless customer service opportunities to mitigate circumstances and to persuade customers to retain their loyalty to the company. Conditional voice is useful for providing insight into needed areas of improvement:
I would shop much more frequently if you offered free shipping.
free shipping : offer [if/then]
It would be nice if you offered a coupon on occassion like Mervyn’s does.
coupon : offer [if/then]
don’t send coupons if I can’t use them that day
coupon : send [not] [if/then]
The function of the Intent [intent] voice is to depict people’s intentions or desires. This voice gives heightened insight into voice of the customer as it reveals what a person wants, threatens, or tries to do.
I plan to shop here often.
I : shop [again] [intent]
I plan to place an order today.
I : place an order [intent]
The function of a Negation [not] object is literally to negate the meaning of the verb:
I didn’t find what I was looking for.
what I was looking for : find [not]
did not have the wii I was looking for in stock
wii: have [not]
The Augment [more] voice detects emphasis and helps differentiate between degrees of sentiment
The staff were incredibly professional
staff: professional [more]
Your selection is extremely limited
selection: limited [more]
The function of the Recurrence [again] voice is to indicate that the action in the sentence has happened before, or is happening in an ongoing, recurring fashion. Additionally this can denote a lingering issue.
Your prices are still high
price : high [again]
I had to enter my information several times for the order to process
Information : enter [again]
The Indefinite [maybe] voice can be used to represent suggestions or requests.
You should open Amazon bookstores, too!
bookstore (Amazon): open [maybe]
i wish you would offer incentives like coupons.
incentive : offer [maybe]
Together, exhaustive extraction and voices allow Attensity applications to utilize the full richness of language for better customer experience management.