Transform Noisy Data Into a Sound Logistics Strategy
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Discover a Smart and Efficient Way to Give Customers What They Want
Speedy, damage-free deliveries. Flexible shipping options. Convenient mobile apps to track shipments. Customer demands are evolving — and it’s up to companies to consistently exceed expectations and deliver satisfying experiences. Find out how natural language processing on the 3DEXPERIENCE® platform unlocks three key opportunities that multiply the gains in postal and express:
Actionable Insights
Workflow Excellence
Process Automation
Actionable Insights
Today, logistics companies have reams of data at their fingertips, from owned sources such as maintenance logs to earned sources, including feedback posted by customers. Aggregating structured and unstructured data can create a more nuanced understanding of the postal and express customer base.
However, the challenge arises when information is scattered across multiple solutions. How can companies overcome data silos, uncover new knowledge and turn insights into action?
The answer lies in natural language processing (also known as NLP) powered by artificial intelligence. With a multisource and multilingual software suite such as Proxem Studio, companies are better poised to collate data from different touchpoints and launch a harmonious analysis that generates a clear customer voice.
When integrated with the 3DEXPERIENCE platform, Proxem Studio can unlock new collaborative data science experiences that surpass standalone analysis tools. This allows companies to gain a single source of truth with enhanced control over their multichannel customer interactions.
Transforming unstructured textual data into actionable insights helps companies:
- Aggregate data sources and gain visibility to form comprehensive strategies
- Identify emerging logistics trends and pain points with social media listening and web scraping capabilities
- Manage risks and anticipate opportunities through competitive market analytics
Watch the video below to find out how two logistics companies leveraged natural language processing to turn unique insights into actionable strategies.
Workflow Excellence
How well are companies using customer insights to identify market trends and opportunities? How can they maximize the offerings from data analysis to advance internal processes? Most postal and express companies oversee the customer experience with enterprise feedback management solutions. Sometimes, these solutions are supplemented by a natural language processor that outputs basic analytics in English.
But advanced natural language processing on the 3DEXPERIENCE platform can do so much more.
Multilingual analysis
Quality data analysis gives rise to granular insights across more than 30 languages, including French, Arabic and Chinese — helping companies discern customer needs across the globe.
KPI management
Natural language processing on an integrated platform elevates data representation so companies can track how each touchpoint impacts KPIs for a full view of the customer journey, from in-store package drop-off to post-event survey completion.
Employee retention
Text analytics help companies assess feedback from internal employee satisfaction surveys to determine how to develop attractive workplaces. After all, happy employees lead to happy customers.
Analyzing rich textual data benefits the entire company and its various business units since customers provide feedback about every stage of the logistics experience. The collaborative 3DEXPERIENCE platform offers configurable dashboards that help each team understand what to do to enhance the customer journey. By creating a continuous feedback loop between service development and customer experience analysis, postal and express companies can innovate and improve internal processes and strive for workflow excellence.
Did you know that the companies leveraging natural language processing on the 3DEXPERIENCE platform have increased their net promoter score by up to 15 points? They experienced greater customer loyalty, improved revenue and more.
Listen to the audio podcasts below to discover the different ways companies can capitalize on the benefits of natural language processing.
Uncover New Insights
Find out how natural language processing helps companies set themselves apart from competitors.
Turn KPIs Into Action Plans
Learn how to use KPIs such as net promoter score to grasp the heart of the customer experience.
Process Automation
It’s no surprise that machines and computers are better than humans at processing repetitive and time-consuming tasks. But when it comes to analyzing high-level scenarios, humans shine. Companies gain the best results by integrating artificial intelligence with people power. For example, automating customer interactions through natural language processing allows companies to interpret large volumes of noisy data and detect new behavior patterns. As technology lays down the groundwork, employees can focus on high value-added tasks or issues that might be more difficult to resolve.
Proxem Studio’s integration with the 3DEXPERIENCE platform offers the opportunity to increase the portfolio of available artificial intelligence models. Over time, companies can dynamically analyze textual data from various sources to automatically bring forward new subjects or emerging concepts. They can trace weak signals and pinpoint the best plan of action moving forward.
Weak signal detection helps companies find answers to questions such as: What will customers want in one year? What is the competitive landscape? How can we adjust services and offers to serve customers better?
Automation simplifies logistics processes and drives efficiency in four ways:
Virtual assistants
Virtual assistants compose email responses automatically through natural language processing. The technology discerns fundamental themes and prepares appropriate responses with the right delivery information and the right answer.
In the long term, companies can also quantify why customers contacted them and implement strategies to enhance self-care tools at different touchpoints.
Intelligent chatbots
Chatbots, also known as conversational agents, often use close-ended questions to determine the nature of customer requests. But chatbots powered by natural language processing aim to interact with customers, comprehend open-ended requests and learn from historical data.
An iterative feedback loop on an integrated platform enables companies to identify the chatbot’s weak points and build additional linguistic rules to reinforce its quality over time.
Contract analysis
Internal data sources such as logistics contracts are typically handled manually, requiring hours or days to process the contents.
Automating these tasks can reduce the time spent on legal documents by 40% and generate a quick return on investment. With contract analysis enabled by natural language processing, companies can improve their access to information and easily recognize risks in a database of contracts.
Web reviews
Logistics customers leave reviews of their experiences on websites, social media platforms and more. How can companies filter through the comments and restrict inappropriate content, especially within their own media?
Proxem Studio on the 3DEXPERIENCE platform helped a company completely automate the moderation of reviews by 70% — allowing employees to focus their efforts on more ambiguous content.
It’s Time to Listen
Logistics customers want to be heard. Put their voice at the center of your company with natural language processing on the 3DEXPERIENCE platform. The results are actionable insights, stronger KPI strategies and smarter postal and express processes that ensure delightful deliveries and continuous growth.