Revolutionizing Customer Experience: AI-Powered NPS Analytics for an Airline
Overview
A leading airline sought to automate the categorization and sentiment analysis of customer feedback to gain actionable insights and enhance customer experience. The goal was to process large volumes of reviews, categorize them hierarchically, and visualize key insights through Power BI dashboards.
Solution
- Customer Review Processing: Managed large volumes of reviews for analysis.
- Hierarchical Categorization:
- L1 Category: Used LDA to classify reviews into 10 high-level categories.
- L2 Category: Applied LDA to each L1 category to generate 5 sub-categories.
- L3 Category: Generated one-line summaries for each review using LLM.
- Sentiment Analysis: Determined if reviews were positive, neutral, or negative.
- Power BI Dashboard: Created interactive dashboards to visualize KPIs and insights.
Impact
Improved Efficiency: Automated categorization and sentiment analysis reduced manual effort, enabling faster processing of customer feedback.
Enhanced Decision-Making: Actionable insights from Power BI dashboards helped the airline identify pain points and improve customer experience.
