Case Study: World's Leading Technology Company achieves automated customer feedback classification and 20% efficiency improvement with Blueocean Market Intelligence

Advanced text mining by extracting insights from various forums helps in addressing and analyzing customer feedback

World's Leading Technology Company captured large volumes of customer “conversations” from forums and agent notes but relied on manual sampling and coding to categorize feedback, which was time-consuming and inconsistent. To automate and scale this process, Blueocean Market Intelligence was engaged to develop an automated text-classifier and text‑mining solution using NLP and machine‑learning techniques.

Blueocean Market Intelligence implemented a four‑stage approach — NLP preprocessing (lemmatization, tokenization, normalization), conversion of multi‑class records to single classes, weight‑adjusted training and neural‑network validation, plus interactive reporting dashboards — producing a five‑level classification framework and visualization of insights. The Blueocean solution automated text classification, enabled faster, data‑driven decisions, improved strategic and quality management efficiency by 20%, and provided ongoing monitoring of customer issues.