Response Classification

Use machine learning to identify the touchpoint experience issues that impact the your customer advocacy and NPS.

Problem / Pain

The company receives enormous amount of open-end customer feedback from review sites, forums, social media and in-house experience survey. Traditional techniques are not very sophisticated and not effective to find out the experience issues for the company to take quick remedial actions before losing significant customer base.

Solution

Machine learning can go through open-ended responses and categorising each one into predefined topics, such as Front-desk, Room services, or Dining in hospitality context. Sentiment analysis can help tag each open-ended response with a sentiment: Positive, Negative, or Neutral.

This allows you to quantify the results of the open-ended responses and provide context to your NPS scores. For example, you might discover that 90% of your Detractors complain about your room cleanliness. Or that most of your Promoters love your dining. The results become actionable insights, helping you make data-driven decisions that improve your brand and product or service.

Why Us

Empowering you to take quick remedial actions through response classification with automated machine learning. No data science expertise required as we will find the right design for you.