Capturing and prioritizing customer feedback is crucial for businesses to improve their products and services. Voice of Customer (VoC) insights provide valuable information about the customer experience. However, obtaining this feedback can be challenging when dealing with antiquated systems that need modernization.
A global leader in the coffee industry faced the challenge of consolidating and analyzing customer complaints, sentiment, and product reviews. They wanted to gain deeper insights into customer interactions by analyzing call transcripts. The company aimed to move beyond individual solutions and truly understand how to improve operations and enhance its global supply base.
The primary objectives of the project were as follows:
The data science team utilized Natural Language Processing (NLP) technology to achieve the objectives set by the client.
The implementation of NLP technology and the agile approach yielded significant improvements for the company:
Through the strategic use of NLP technology, the data science team empowered the global coffee leader to gain deeper customer insights, prioritize improvements, and drive business growth. By modernizing their approach to understanding customer complaints, the company transformed into an agile organization, fostering product competitiveness, and ultimately enhancing the overall customer experience.