Case Study: Service Management Group improves consumer feedback analysis with 27Global

Service Management Group improves multilingual customer feedback analysis with 27Global across 10 languages

Service Management Group (SMG), a Kansas City-based experience management software company, needed to enhance its machine learning and natural language processing systems to provide more robust analysis of consumer feedback for its clients. To stay competitive, SMG partnered with vendor 27Global to improve its model's training, develop non-English normalization, and better associate words of emotion into defined categories.

27Global operationalized the ML model by automating its training, enabling better data flow, and developing a system to map non-English words and categorize words of emotion. As a result, SMG's enhanced model now better recognizes emotional words and automatically translates and associates text from multiple languages, including Spanish, French, and Mandarin. 27Global also identified and implemented additional improvements in logging, version control, and code, ultimately helping SMG improve the feedback it provides to clients on brand image and customer experience.

Service Management Group (SMG)