When a large US manufacturer’s product development and customer service teams needed to know what hundreds of daily posts on their users’ forum were saying, they called us. We analysed the posts including misspellings, variations, abbreviations and synonyms to detect product names (model and series) and link them to a large-scale database. Identifying problematic products and configurations helps the product development team strategize. In addition, we detect posts from the most frustrated customers and enable customer service to respond quickly.

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