Attensity boasts customers within Global 2000 organizations as well as government agencies. These organizations use Attensity's Text Analytic solutions for a variety of purposes including reducing warranty costs, improving the ability to hear the "voice of the customer," identifying money laundering activities, enhancing insurance claims processing and aiding in government intelligence and homeland security activities.

Currently featured customer solutions include:
Warranty
Voice of the Customer
Government Intelligence

Organization:
NACCO Materials Handling Group

Industry:
Heavy Equipment Manufacturer

Attensity Solution:
Text Analytics for Warranty Improvement

Overview:
NACCO Materials Handling Group, Inc. ("NMHG") designs, engineers and manufactures materials handling equipment for virtually every market niche, including warehouse trucks, counterbalanced trucks and large capacity cargo and container handling trucks. All lift trucks are marketed under the Hyster®, Yale® or Sumitomo-Yale® brand names. NMHG is one of the world's largest lift truck manufacturers. In addition to a worldwide distribution network of independent Hyster® and Yale® retail dealerships, NMHG operates wholly-owned dealerships in certain markets.

Challenge:
To find an economical solution to help automate manual, time consuming methods for reviewing warranty data contained in unstructured, text-based sources such as technician reports, customer surveys and dealer provided information. The solution needed to enhance existing warranty improvement processing without sweeping process changes, and be able to analyze both historical and future warranty information.

Results:
By implementing the Attensity solution into the existing warranty processes of NMHG's Hyster and Yale Lift Trucks and replacement parts, NMHG is better able to expedite problem resolution cycles and improve overall quality, reliability and durability of their products. After only three months, the company was able to reallocate personnel and financial resources that were previously tied up in the warranty process, contributing to a substantial cost savings and freeing engineers to concentrate on value-added activities instead of manual reading of claims.

Organization:
Whirlpool

Industry:
Appliance Manufacturer

Attensity Solution:
Text Analytics to Understand Voice of the Customer

Overview:
With more than $13.2 billion in 2004 revenues, Whirlpool is one of the world's leading manufacturers and marketer of major home appliances. The company manufactures in 13 countries and markets products in more than 170 countries under many major brand names. It is also the principal supplier of a major retailer's line of appliances. Whirlpool maintains a reputation as an industry thought leader and a high-quality, high-volume manufacturer with a world-class focus on product quality and customer satisfaction. As part of its constant effort to improve the customers' experience, they are continuously pursuing a better understanding of product quality, performance and customer satisfaction in the market place.

Challenge:
Under Whirlpool's previous system it could take as long as 6-9 months after the first shipment of a product before product performance problems would be detected, problems that compromised overall product quality and customer satisfaction. An additional 3-6 months would typically pass before the problem was diagnosed and resolved. In an environment of thousands of product shipments per week, this type of response time introduced the risk of product issues proliferating rapidly throughout the customer base. Detecting and addressing product quality issues earlier would greatly reduce this risk.

Results:
The Attensity solution can accommodate millions of records of both structured and unstructured data in its analysis. With its previous process, it would have been impossible for Whirlpool to process and analyze this overwhelming volume of structured and unstructured. After deploying the Attensity solution, Whirlpool's product defect Detection-Diagnosis-Resolution cycle was compressed from 9 to 15 months to only 30 days. As a result, overall product quality has improved, customer satisfaction has increased and warranty costs have been reduced.

Industry:
Government Intelligence

Attensity Solution:
Text Analytics for Government Intelligence

Overview:
U.S. Government Intelligence, Homeland Security and Law Enforcement Agencies are using or evaluating the Attensity solution to mine intelligence contained in free-form text. Implemented or planned uses of the Attensity solution include extracting intelligence information to identify suspicious activities and relationships, detecting threats to improve homeland security and monitoring of the Internet to uncover illegal activities.

Challenge:
More and more intelligence information today arrives in the form of unstructured text documents. These electronic documents exist in many forms, including cables, field analyst reports, message traffic, ship manifests, emails, open source documents and other data feeds. Common approaches to the unstructured text document problem include indexing and warehousing the documents for later keyword text search, or categorizing the documents into a taxonomy as they arrive to assist with analyst search and review. These solutions often result in analysts spending an inordinate amount of their time reading for elimination rather than analyzing a known situation and determining a course of action.

Results:
Attensity software powers a new class of link analysis, trending and advanced knowledge management applications. The solution addresses the issue of analytical processing by automating the transformation of unstructured text into structured, relational data. The result is dramatically faster and more comprehensive detection of trends, anomalies, patterns and linkages, and more time for analysts to spend responding to them.

Note: Due to the sensitive nature of agency activities, the actual application of Attensity text analytic solutions within the intelligence community remains confidential.