Customers Cared by NLP

Customers Cared by NLP

February 7, 2019 DATAcated Challenge 0

 Customers Cared by NLP


Complaint” – One word from which students to business executives, everyone are afraid of.

A company whether a product based or service based have customer care facility but – Are complaints of customers handled well? Are customers satisfied? Answer is usually a “NO” because complaints by definition are stories of failures. That’s why, more often they are swept under the rug leading to customer dissatisfaction, losing trust towards a company.

Natural Language Processing can do wonders on customer complaints. Wondering how? Let’s have a look on it.

1) Complaint Status Tracking – Well established companies are expanded over a large area. Moreover they offer variety of products or services. Handling ample amount of complaints and keeping track of it is usually a challenging task. Using NLP techniques such as stopword removal followed by count vectorizer or pre-trained embeddings can be used to feed customer complaints into machine learning model which can predict status of complaints like “Pending”, “In process”, “Closed”, “Closed with monetory relief” etc. Thus categorized complaints would be simpler to deal with, solving which in time would lead to better customer experience.

                                                                                                                            Customers Cared by NLP

2) Customer Satisfaction – After resolving complaints, text analysis on customer feedback can give insights on customer satisfaction. As quoted by Sir David J. Greer “A customer talking about their experience with you is worth ten times that which you write or say about yourself.”

Conclusion: Thus NLP can significantly contribute in degree of customer satisfaction which holds major part in growth of the company.

By: Parita Satish Shah


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