Case Study: Leading Technology Company achieves automated multichannel customer experience insights with Blueocean Market Intelligence

Gained customer experience insights captured in customer conversations using advanced text analytics / machine learning techniques for a technology major

Leading Technology Company faced difficulty getting a holistic view of customer experience because consumer conversations from multiple channels (tech forums, call center transcripts, email, chat) were being manually categorized on a minimal sample basis. Blueocean Market Intelligence was engaged to automate text classification using advanced text analytics, natural language processing and machine learning to capture voice-of-customer insights across the full data population.

Blueocean Market Intelligence merged and cleaned forum, agent transcript, chat and email data into 130,000 training rows, simplified a complex six-level taxonomy, and developed an NLP-based rule set plus a machine-learning “auto code” engine augmented with business rules and synonym sets. The solution achieved close to 70% classification accuracy, enabling scalable, automated capture of customer experience insights and replacing limited manual sampling.