Case Study: a US medium sized FMCG company improves customer service insights with InData Labs' AI customer analytics solution

US Medium Sized FMCG Company delivers customer service AI in 2 weeks with InData Labs

InData Labs provided an AI customer service analytics solution for a US medium-sized FMCG company. The client faced the challenge of mining actionable business insights from large volumes of unstructured email and customer service audio data. They required a bespoke Natural Language Processing (NLP) and text mining solution to analyze this data, aiming to improve service and increase customer lifetime value.

The solution developed by InData Labs was an ongoing data analysis pipeline built on AWS. It involved converting audio to text, consolidating data sources, and applying NLP models via Amazon Comprehend to analyze sentiment and extract insights. The results provided the client with a robust analytics system for fast text mining. The final customer service analytics AI solution, delivered by InData Labs, now enables the client to continuously track customer sentiment, adjust services promptly, and increase overall customer satisfaction.