Case Study: Telenor improves customer feedback classification with Provalis Research's WordStat

Telenor Group - Customer Case Study

Telenor Group, a leading telecommunications company, sought to efficiently analyze thousands of customer text messages that were being manually categorized, a process that was time-consuming and error-prone. They partnered with Provalis Research to utilize its WordStat software to automate this task and gain better insights into customer feedback.

Provalis Research implemented a supervised machine-learning solution using WordStat to create an automatic classifier. This system achieved over 90% accuracy, saving an estimated 16 hours of manual work every two weeks per business unit. This translated to potential savings of over $20,000 monthly across all units and allowed Telenor to classify 100% of its customer feedback instead of just 15%, providing management with more comprehensive and frequent reporting.

Telenor Group