• Votes for this article no votes for this yet
  • Dashboard Insight Newsletter Sign Up

Attensity Selected to Assist JetBlue Airways in Understanding and Acting on Customer Feedback
Airline’s Customer Service Analysts to Use Attensity’s “Voice of the Customer” Software to Strengthen Response Throughout Organization

by Maroushka Kanywani, Editor, Dashboard InsightTuesday, October 28, 2008

PALO ALTO, Calif.- October 28, 2008 --Attensity, the leader in text analytics software for First Person Intelligence, today announced that JetBlue Airways (NASDAQ:JBLU) has selected the companys successful Voice of the Customer (VoC) software solution to rapidly and accurately analyze customer feedback stored in unstructured text formats such as call center notes, email messages, weblogs and other customer communications.

JetBlue is currently deploying Attensitys software in its customer service organization after a highly successful pilot project demonstrated the unparalleled ability to find key information about customer sentiment, as well as tangible data around how to augment its services. JetBlue will use Attensitys software to proactively manage and analyze all freeform customer feedback to improve service, marketing, sales and the products they offer.

JetBlue customer service analysts will use Attensitys solutions on a daily basis to cull insights and actions from customer feedback. Attensity Voice of the Customer offers us the unprecedented ability to automatically extract customer sentiments, preferences and requests we simply wouldnt find any other way, Bryan Jeppsen, JetBlue research analyst, said. Attensity enables us to intelligently structure, search and integrate the data into our other business intelligence and decision-making systems. Mining readily available information quickly keeps us better informed of our customers desires and requests, and helps us truly understand the customer better than anyone else.

Attensity Voice of the Customer (VoC) employs the companys patented Exhaustive Extraction technology to automatically identify facts, opinions, requests, trends, and trouble spots from the unstructured text of survey responses, service notes, email messages, Web forums, blog entries, news articles and other customer communications. Unlike programs that require manual tagging, sorting, classifying or other upfront effort Attensity VoC automatically extracts valuable data from written feedback to provide analysts and managers deeper insights into customer satisfaction, sentiment and loyalty. Attensity VoC can also reveal specific product and service issues, reactions to marketing and public relations efforts, and even buying signals.

JetBlues commitment to customer service is legendary, Craig Norris, Attensitys CEO, said. This purchase validates the value of Attensity VoC in helping companies hear their customers feedback, as well as taking appropriate action. Were excited at the opportunity to demonstrate how our solutions support the world-class customer service initiatives JetBlue has launched.

About JetBlue Airways

New York-based JetBlue Airways has created a new airline category based on value, service and style. Known for its award-winning service and free TV as much as its low fares, JetBlue is now pleased to offer customers Lots of Legroom and super-spacious Even More Legroom seats. JetBlue introduced complimentary in-flight e-mail and instant messaging services on aircraft "BetaBlue," a first among U.S. domestic airlines. JetBlue is also America's first and only airline to offer its own Customer Bill of Rights, with meaningful and specific compensation for customers inconvenienced by service disruptions within JetBlue's control. Visit www.jetblue.com/promise for details. JetBlue serves 51 cities with 500 daily flights. With JetBlue, all seats are assigned, all travel is ticketless, all fares are one-way, and an overnight stay is never required. For information or reservations call 1-800-JETBLUE (1-800-538-2583) or visit www.jetblue.com.

About Attensity

Attensity provides the definitive Voice of the Customer platform built on its text analytics software technology for transforming unstructured customer feedback into actionable First Person Intelligence. Attensity's First Person Intelligence is the backbone of the company's flagship offering to the enterprise as well as the law enforcement and intelligence communities for increasing customer satisfaction and improving homeland security. The company's multi-patented technology mines the freeform text in communication channels such as emails, surveys, blogs, web forums, case files, and call center notes. Attensity's hosted and installed solutions provide insight into customer sentiment, product issues, and coded clues that enable customer relationship executives and law enforcement analysts to speed detection and meaningful response to critical events and competitive challenges. Founded in 2000, the company is headquartered in Palo Alto, Calif., with a technology center in Salt Lake City, Utah. Attensity won a Stevie for best new software product at the 2008 American Business Awards, and is also on the Red Herring 100 list of top private technology companies. More information is at http://www.attensity.com.

Attensity Corporation
Michelle de Haaff, 650-433-1718
Sterling Communications, Inc.
Lisa Hawes, 408-884-5155

Tweet article    Stumble article    Digg article    Buzz article    Delicious bookmark      Dashboard Insight RSS Feed
Other articles by this author


No comments have been posted yet.

Site Map | Contribute | Privacy Policy | Contact Us | Dashboard Insight © 2018