Coherent Solutions helps MaxContact to automate call center analytics with AI speech processing tool.
An overall star rating or a single positive or negative score does not show which parts of a product customers like or dislike, because one review often praises one feature and criticizes another. A company that wanted to understand the strengths and weaknesses of products sold online needed sentiment tied to specific product characteristics, across hundreds of thousands of reviews.
The client chose to work with Coherent Solutions to engineer a natural language processing (NLP) solution based on aspect-based sentiment analysis, which measures sentiment toward individual product characteristics instead of rating a review as a whole.
Coherent Solutions provided AI and machine learning engineering, data processing, and cloud engineering. The solution identifies the sentiment attached to each product characteristic and highlights product strengths and weaknesses across customer reviews.
At a glance
Client: A company seeking product- and attribute-level insights from online customer reviews
Industry: Technology, e-commerce
Challenge: Overall sentiment scores do not show which product characteristics shape customer opinion, and hundreds of thousands of reviews had to be processed at scale
Solution: An NLP solution using aspect-based sentiment analysis
Outcome: Sentiment for specific product characteristics, product strengths and weaknesses identified across reviews, and customer feedback processed at scale
Coherent's role: Engineering partner for the NLP solution, cloud engineering, and scalable data processing
Client overview
The client needed to gain a deeper understanding of its more than 200K customer reviews for products sold online. It wanted to know the strengths and weaknesses of individual products and use that information to make its marketing more relevant.
The challenge
Reviews often mention several characteristics of a product in the same text, each with its own opinion. An overall review score or sentiment label cannot capture that, and the client needed to know what customers thought about individual characteristics of each product.
The work covered hundreds of thousands of online product reviews, so the solution had to process customer feedback at scale.
Our approach
As the client's partner, Coherent Solutions engineered an NLP solution that analyzes online product reviews. Aspect-based sentiment analysis makes it possible to see which product characteristics customers react to, and how, across a large set of reviews.
Cloud engineering and scalable data processing allowed the solution to handle the large volume.
The solution
Coherent Solutions contributed:
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AI and machine learning engineering for a natural language processing solution built on aspect-based sentiment analysis
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Data processing designed for large volumes of customer feedback
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Cloud engineering supporting scalable data processing
The impact
The engagement produced the following results:
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Sentiment identified for specific product characteristics
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Product strengths and weaknesses identified from customer feedback
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Customer feedback processed at scale
What's next
How we worked here is how we work on every engagement. Whatever form your data takes, we start with the questions you need answered, select the right approach, and engineer the data processing and cloud deployment so the answers are ready to be used.
