Learning customer service through topic modeling of tweets. Latent Dirichlet Analysis (LDA) on tweets to discover topics within tweets to airline industry.
8. Using topics to estimate airline
customer service
Topic 2
Tweets passing filter
Ranking airlines by Topic 2
“bad customer service”
9. Using topics to estimate airline
customer service
Ranking airlines by relative
bad customer service
10. Predicted customer service matches
recently published results
Source: 2015 J.D. Power North America Airline
Satisfaction Traditional Airline Rankings
J.D. Power rankings Ranking airlines by relative
bad customer service