Approach
CRG team integrated sources of customer feedback e.g. social media & customer interaction data of call center. The business team defined the themes i.e. Production, External, Internal, Technology & Environment. Labels were also defined like Wow, Joy, Trust, Neutral, Fear etc. Machine learning Model was developed and trained to define the sentiments around thematic expression along with labels and timelines. Automated ETLs were developed to extract the feedback text periodically from source system to feed input to the model.
Problem Statement
Company wants to analyze their customer’s feedback around specific product, services and themes for product and service improvement and overall customer satisfaction.
High level Solution Architecture
Dashboard Output
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