Conflict analysis of groups
The artificial intelligence of the Yva platorm uses NLP (Natural Language Processing) to recognize the presence of conflict, positive, negative or conflicts in communications between employees.
The information contained in text messages is extremely sensitive to the business of our customers. With this awareness, we deliberately designed Yva in such a way that all text analytics are implemented as a classification. The system has a task: to understand whether the text contains a set of high-level features that can give useful information about the performance of individual employee of the company, about their contribution to a healthy atmosphere in the team, about the actual (not nominal) place of the employee in the business processes of the enterprise.
Yva is designed in such a way that text messages are not stored in the platform, so they cannot be read or stolen, they only exist in the information systems of the customer's company. It is absolutely safe to trust Yva to “read” the text.
We have developed and patented a two-step procedure for working with text. Thanks to it, we can use already trained classifiers or train new ones even without the text itself.
The negative subset reflects the complex essence of processes that are harmful from the business point of view. They are of a very diverse nature.
A conflict can be interpersonal when two people are in a state of personal antipathy. Or of a group kind, when, for example, different company departments cannot align team work.
In the text, a conflict can be expressed in a non-trivial way. It is important to separate it from sarcasm, jokes, etc.
How does Yva deal with such a complex topic of determination whether there is a conflict in the text?
The answer is very simple. Neural networks and their capabilities are a reflection of the data on which they were trained. The neural networks of Yva classifiers are trained on large volumes of texts, which are manually marked by specialists. We made sure that the content of such texts reflects all aspects of human communication through text messaging as fully as possible.
An example of letter where conflict is defined:
"John, Jason doesn't hear you. His actions are aimed at FIRM elimination. I've talked with Kate several times this week. The situation is serious.
Having full access to all the data of the Company, Jason turned out to be incompetent to read, analyze and correctly submit the financial information to UPGRADE shareholders. I was not actually invited to a key meeting on this issue. I was ready to attend it, all that was needed - just to change the time for one hour.
All that resulted into a complete fiasco in negotiations and emotional attempts to place the blame with the management.
I hope that now the reasons why I request the initial information received by Jason in April are clearer. I want to examine the original data from the UPGRADE owners, not the interpretation of Jason and his colleagues.
The number of mistakes exceeds reasonable limits. Unnecessary emotionality is supported by impudent obstinacy. All that leads to a dead end. I offer to withdraw Jason's mandate to negotiate a deal with UPGRADE.
I am ready to start from tomorrow and spend 50-70o/o of my time on negotiations with UPGRADE".
Metrics of an employee communication with conflict are divided into three blocks:
Metrics for all contacts, that is, any communication of an employee,
Metrics for internal contacts, that is, communication within the organization,
Metrics for external contacts, that is, communication with people outside the organization.
For each block of metrics Yva calculates: