Analyze Customer Feedback in the Banking industry

Analyze text-based, unstructured customer feedback from multiple sources, according to dimensions relevant to the Banking industry.

Top Benefits

  • Easily embed unstructured customer feedback into your processes
  • Analysis based on banking industry-specific dimensions: companies, products, operations, service activity
  • Includes positive/negative/neutral polarity analysis by category and a specific dimension of customer satisfaction
  • High out-of-the-box accuracy and relevance, with no need for coding


  • Analyze open-ended responses and free-form comments from customer surveys, contact center interactions and social media.
  • Enrich internal systems with industry-oriented customer feedback analysis.
  • Obtain full analysis of the Voice of the Customer categorization in Banking.

Companies can no longer afford to ignore customer feedback coming via unstructured channels and comments: interviews, open-ended survey responses, contact center interactions (email, phone, chat), social conversations. These comments possess a level of spontaneity and often include references to the root causes of the problems that make them particularly valuable.

However, in order to embed this information automatically into the company's processes and enable them to effectively take this feedback into account, it is necessary to perform an analysis that is highly adapted to this domain.

This Bot uses MeaningCloud's semantic analysis APIs and the predefined models of its Vertical Pack for the analysis of the Voice of the Customer in Banking to implement customer feedback analysis adapted to this industry.

The Bot receives the text from an unstructured comment and returns a multilevel categorization based on typical categories of the banking industry: companies, products, operations, customer service activities, interaction channels, quality parameters. In addition, the Bot can return a positive/negative/neutral polarity analysis related to these categories and a specific customer satisfaction dimension. The Bot will also output the JSON with the complete analysis returned by the API.

The Bot enables the immediate analysis of customer feedback in the banking industry with high relevance and accuracy without the need to develop specific domain configurations. In this way, that feedback can be embedded into the company's processes and enrich its internal systems (CRM, marketing automation) with very valuable information about the needs, perceptions and preferences of customers.

Get Bot


Bot Security Program
Level 1
Business Process
Automation Type
Last Updated
December 15, 2020
First Published
February 11, 2020

See the Bot in Action

Analyze the Voice of the Customer in Banking TaskBot
Example response of the analysis available
JSON response with complete analysis
Analyze the Voice of the Customer in Banking TaskBot
Example response of the analysis available
JSON response with complete analysis

Setup Process


Download the Bot and follow the instructions to install it in your AAE Control Room.


Open the Bot to configure your username and other settings the Bot will need (see the Installation Guide or ReadMe for details.)


That's it - now the Bot is ready to get going!

Requirements and Inputs

  • Access to MeaningCloud Deep Categorization 1.0 (MeaningCloud account)
  • Access to the Voice of the Customer vertical pack (MeaningCloud)
  • Input a UTF-8 text