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otso for Universities

otso makes it easy to analyse all of your customer feedback and media mentions, powered by the latest advances in AI.

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Challenges in Universities

Data Complexity
Students provide Universities with a wealth of direct feedback about their key pain points. However, this feedback is largely unstructured, and unlocking its value quickly and at scale is difficult.
Survey Coding
Universities receive a large volume of student feedback through survey responses. Manually coding these responses into different categories and analysing them for insights is a time consuming and costly process.
Operational Decisions
Universities cannot make operational decisions from BI reports that out of date the minute they are created. Universities need to be able to continuously monitor customer feedback and sentiment to identify and triage emerging issues and track interventions in real-time.

Solutions

Domain Specific Sentiment
At otso we have developed state-of-the-art sentiment models to provide a higher accuracy for Australian organisations. These models can be further trained on your specific domain to capture the nuances of sentiment in the voice of your customer.
Impact Metric
Measure the impact of individual services, topics, products or themes against organisational KPIs such as Net Promoter Score (NPS), Student Satisfaction, Student Effort and Sentiment.
Custom Natural Language Classifiers
Automate the manual survey coding process and identify other key topics (e.g. Retention Risks) from your data with custom natural language classifiers.
Drive Change

Identify key drivers of NPS, student satisfaction, student effort and other core business KPIs. otso's customisable dashboards support a wide range of standard and custom metrics, and demonstrate the relationship between these metrics and the emergent concepts in your data.

Understand Context

otso provides organisation, issue, and industry benchmarks for key metrics, leading to a deeper understanding of the importance and impact of specific issues against organisational and industry baselines.

Save Time, Save Money

Artificial Intelligence provides powerful capabilities for automation, especially for routine tasks. Leverage the power of AI and cloud computing to free up organisational resources, allowing your teams to focus on value-creation work.

Other Features

Identify key customer pain points and sources of customer effort.
Understand trends over time and identify where customer needs are not being met.
Understand and analyse all channels of customer feedback side-by-side, e.g., service or information requests, compliments or complaints.
Continuously monitor customer sentiment to identify and triage emerging issues and track interventions in real-time.
Discover and explore verbatim comments that support your insights.
Move Beyond Silos: Feedback channels and data collection often create 'data silos', trapping your information. otso supports a wide range of regularly siloed data types, to help you obtain a holistic view of issues contained within all of your data.

See the forest and the trees.

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