Sentiment Analytics

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Client Challenges

Project Scope

Our Client, an American Retail Giant, had a requirement for analysis of unstructured business data generated from their Customer Service Desk. It comprises of Chats, Emails and Voice calls. They needed to capture the sentiments of the conversation (Anger, Sadness, Fear, Surprise, Trust, Anticipation, Disgust, & Joy) translated into data.

 

Solution

Dashboard & Charts

Datametica implemented a solution which involved:

  • Dashboard
  • Sentiment Chart
  • Polarity Chart
  • Category Chart

 

Solution

Speech-to-text engine

  • 40% Accuracy for PoC and 75% to 80% Accuracy on Project Completion
  • Open Source

 

Solution

Call Driver Modeling
(for chats and emails)

Primary drivers and all secondary drivers within them

Benefits

others
Optimized customer handling process
callcenter
Better view of Call Center Operations
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