AI Powered Text Classification with NLP Techniques

It’s critical to learn the ‘why’ behind customers’ views and opinions; and it’s in the business’s best interest to react accordingly in timely manner. Digitization has exponentially increased customer information availability online – email, chats, testimonials, social media, survey responses, and more. But extracting insights from these sources is tricky and time-consuming.

Text Classification Using TPA

Our Touch Point Analytics (TPA) solution, descriptive and predictive analytics tool, mines and analyzes existing data to provide meaningful insights that help businesses improve customer experience. Our solution is an ideal tool for firms that need to analyze very large volumes of unstructured data.

AI Powered Text Classification Stages

stage 1

Data Preprocessing

stage 2

ML Algorithm

stage 3

AI for Sentiment Analysis

stage 4

Data Visualization

Sentiment analysis (positive, negative and neutral)
Identify high-level concepts within the text
Text summarization of text
Named Entity Recognition (people, places, events, and other types of entities)
Real-time reporting

TPA-Email @ Work

What is the value driven?

Sentiment analysis
Auto classification and auto routing
Easy integration
Descriptive dashboard
Text summarization
Named Entity Recognition (NER)
Ability to handle non-English words and much more!

TPA-Email Benefits

Customer Sentiment

Better understanding of your customer

Customer Engagement

Set priorities, respond to grievances first

Speed & scalability

Analyze thousands/millions of text at a fraction of a cost

Efficient Workforce

Better understanding of your customer

Real-time analysis

Identify critical information instantly and take action right away

TPA-Email IN ACTION

CUSTOMER SUCCESS STORIES

With time & continues training

Email assistant can achieve up to

80%

Precision

Response Time

Reduced to

15 min

From 4-5 days

Increase Efficiency and Reducing

Employee frustration over repetitive tasks

AI Powered Intelligent Email Assistant with NLP Techniques

Third –largest private-sector bank in India with 4,050 branches

The bank’s customer primary choice of contact is emails. Therefore, the bank wanted to ensure that all customer queries could be handled via self-service, on said digital channels. In order to reduce the duration of manual efforts to identify email complaints from non-complaint emails and automate as many parts of the support process as possible.

Quadratyx TPA (touch point analytics) email solution helped categorize emails by using text mining and NLP – based sentiment analysis provided insights into the tone of the e-mail by recognizing its content.