Case Study: Technology and Cloud Services Company boosts customer satisfaction by automating complaint classification with Blueocean Market Intelligence

Fortune 100 technology giant improved customer satisfaction through better complaint classification usng text analytics

Technology and Cloud Services Company, a Fortune 100 technology giant, faced a costly, manual process for classifying customer complaints from numerous technology forums and call center transcripts and sought to automate text analytics to match manual accuracy. They engaged Blueocean Market Intelligence to apply an NLP-driven approach to classify complex, multi-level issue hierarchies and improve NPS and CSAT.

Blueocean Market Intelligence merged and cleaned 130,000 rows of forum and transcript data, simplified the six-level taxonomy, and built a comprehensive NLP-based rule set with business rules and synonym sets to drive classification and a roadmap for broader forum coverage. The solution delivered ~72% accuracy in the first iteration, a 20% efficiency gain, a 400x reduction in cost per coded case, real-time (millisecond) operation, and improved issue identification and classification to support better customer satisfaction.