Understanding Pervasive User Experience For A Fortune 100 Networking Client

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The networking giant received feedback via multiple feedback channels such as Email , trouble tickets, surveys. BRIDGEi2i helped the giant create an active response process by leveraging analytics

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Understanding Pervasive User Experience For A Fortune 100 Networking Client

  1. 1. Understanding Pervasive User Experience For A Fortune 100 Networking Client 1111 • From the various data sources available, each user feedback is mapped to a particular client service • The service sub- categorization mapping is done based on the keyword correlation between user feedback and the services’ associated keywords • The sentiment of each of the user feedbacks pertaining to a Service are classified based on the sentiment analysis algorithm and are assigned one of the three categories: Positive/ Neutral/ Negative • Each of the user feedback content is then analyzed to identify the issue that it relates to • A noun based algorithm is developed to understand the theme/ issue that a user informs about. This helps the service owner to take appropriate actions • Categorizing user feedbacks to a particular client service/tool • Understanding the sentiment of the feedback • Identifying the issue and help the service owner address those issues Data Key Features Outcome Tools & Services Sentiment Analysis Thematic Analysis Email Remedy Client feedback tools Survey • To have a single presentation layer to ensure that near real-time user feedback methods are in place in combination with the existing client’s feedback programs offering new centralized services, robust analytics and an active response process. Objective Tools & Services Sentiment Analysis Thematic Analysis

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