Case Study: India’s Largest Online Food Ordering and Delivery Platform improves customer service with teX.ai

Indials Largest Online Food Ordering And Delivery - Customer Case Study

The customer, one of India's largest online food ordering and delivery platforms, faced the challenge of processing a high volume of unstructured chat messages to quickly understand and address customer issues. To improve service, they partnered with teX.ai to implement a contextual language analytics solution that could classify problems and derive timely insights from the data.

teX.ai implemented a text analytics solution using models like ELMO for semantic search and clustering to categorize chat messages and identify key problem areas. This approach provided the client with an automated process and real-time insights, resulting in an 80% accuracy in problem identification and a 20% reduction in repeat customer complaints within three months.