Case Study: Leading Technology Company achieves ~70% text-classification accuracy and faster insights with Blueocean Market Intelligence

Gained customer experience insights from conversations using advanced text analytics and machine learning techniques

Leading Technology Company was struggling to gain a holistic view of customer experience because conversational data from tech forums, call center transcripts, email and chat was being manually categorized on a small sample. Blueocean Market Intelligence was engaged to automate text classification using advanced text analytics and machine learning so the client could surface complete, consistent insights across all channels.

Blueocean Market Intelligence simplified the classification hierarchy and applied NLP (verb replacement, lemmatization, normalization, tokenization, stemming), converted multi-class records to single-class with weighting, extracted weighted features and used a Ridge Classifier to label comments. The solution delivered close to 70% accuracy, improved accuracy from roughly 40% to ~70%, sped turnaround from days to hours, increased inclusion from 2% to 100%, connected 4× more data sources, achieved a 20% efficiency gain and up to 400× reduction in cost per coded case while enabling faster solution enablement and higher data confidence.