Case Study
Automating the data categorization process with predictive models
Client: Leading telecommunications company Industry: Telecommunications Business Impact: • Improved customer service model • Quick and accurate categorization of customer data • Faster issue resolution impacting sales and key performance indicators
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Business Challenge Blueocean Market Intelligence was asked to automate the categorization process of 6.1 million contact center data records (customer chat history) into hierarchical categories in order to draw meaningful insights. The objective was to find the right category from the duplicated and erroneous data to build a highly accurate predictive model.
Approach Blueocean Market Intelligence followed a five-step process to resolve the business challenge: 1. Data Segregation: The entire data set was segregated into three groups Training (65%), Validation (25%) and Testing (10%) 2. Data Cleaning: The data was cleaned to remove abbreviations, jargon, spelling errors, duplication and incorrect categories 3. Model Building: The model was built on the training data set using SGD classifier and distributed computing was used to overcome the problem of handling large amounts of data 4. Model Validation: After building the model, the validation data set was used for feature engineering to tune the features based on different word vectors 5. Model Testing: The model was then tested using the testing data set to avoid the problem of over fitting and to arrive at the best accuracy model
Outcome The model produced by Blueocean Market Intelligence was able to achieve an overall accuracy of 43.7 percent and a hierarchical accuracy of 57.60 percent. 600
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About Blueocean Market Intelligence
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Blueocean Market Intelligence is a global analytics and insights provider that helps corporations realize a 360-degree view of their customers through data integration and a multi-disciplinary approach that enables sound, data-driven business decisions.
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Since we live in a highly dynamic and multidimensional world, we believe the most effective business decisions come from a synthesis of data streams and not from one-dimensional sources. Using our 360 Discovery approach, we ensure the comprehensive use of all available structured and unstructured data sources, enabling us to bring the best to bear against each engagement. Strong decision support is enabled through a combination of analytics, domain expertise, engineering and visualization skills brought together in harmony. Leading companies have benefited from our partnership with financial growth, 360 views of their markets and competition, and improved customer acquisition, satisfaction and retention. For more information or to request a consultation, please email
[email protected] or visit us online at www.blueoceanmi.com. United States | United Kingdom United Arab Emirates | Singapore | India
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