Client: Leading technology

company
Industry: Informaton
Technology
Business Impact:
Consumer insights
Feedback classifcaton
www.blueoceanmi.com
Advanced text mining by extracting insights from various
forums helps in addressing and analyzing customer feedback
Business Challenge
The client used to capture volumes of conversatons across diferent customer
feedback forums as well as agent notes related to customer calls that were stored
in databases. They had a large team that extracted samples of these conversatons
and coded these conversatons into one or more pre-defned code frames and
categorized them accordingly.
The engagement scope outlined building a text mining and codifcaton engine
through the applicaton of Natural Language Processing to automatcally
categorize conversatons based on diferent buckets. This categorizaton, in turn,
helped client analyze the text data objectvely and quanttatvely. The focus was to
improve the accuracy of the categorizaton throughout the engagement lifecycle.
Additonally, the task was to identfy key metrics and formulate visualizaton
capabilites for insights from unstructured (primarily textual) data.
Soluton
The overall soluton had four major milestones as defned below:
Case
Study
Quality
Assurance
Training
Classifcation
Reporting
Step 1 Step 2 Step 3 Step 4
Inital focus of the work was to de-complicate the
complex hierarchical structure to ensure appropriate
classifcaton as per business requirements
Design a comprehensive Natural Language Processing
based rule to ensure most categories are captured
Scaling classifcaton using Machine Learning Algorithms
(Support Vector Machines and Neural Networks)
Once the analysis was completed, it was followed by an
intuitve reportng system, which had drill-down/out capability
flters to quickly acquire and focus on what was needed.
Outcome

The text mining framework was able to classify texts
automatcally. There were fve levels of classifcaton ensuring
that the result was accurate. This enabled the client to take
quick, informed decisions based on customer feedback.
Cognized business signifcance for future versions and
enhanced user experience
Improved efciency of the strategic and quality
management team by 20%
About Blueocean Market Intelligence
Blueocean Market Intelligence is a global analytcs
and insights provider that helps corporatons realize
a 360-degree view of their customers through data
integraton and a mult-disciplinary approach that
enables sound, data-driven business decisions.
Since we live in a highly dynamic and mult-
dimensional world, we believe the most efectve
business decisions come from a synthesis of data
streams and not from one-dimensional sources.
Using our 360 Discovery approach, we ensure the
comprehensive use of all available structured and
unstructured data sources, enabling us to bring
the best to bear against each engagement. Strong
decision support is enabled through a combinaton
of analytcs, domain expertse, engineering and
visualizaton skills brought together in harmony.
Leading companies have benefted from our
partnership with fnancial growth, 360 views of their
markets and competton, and improved customer
acquisiton, satsfacton and retenton.
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For more informaton or to request a consultaton,
please email info@blueoceanmi.com or visit us
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