Retail

Efficient Customer Support: Streamlining Emails through Sentiment Analysis and Topic Classification

Managing and pinpointing the most frequent incidents and requests by email can be challenging. Our objective was to thoroughly examine the inbox, scrutinize the contents of the emails to determine the sentiment, and classify them into topics.

Efficient Customer Support: Streamlining Emails through Sentiment Analysis and Topic Classification

Kevin Kuhn

CEO

Efficient Customer Support: Streamlining Emails through Sentiment Analysis and Topic Classification

Businesses receive an overwhelming number of customer emails on a daily basis. Managing and pinpointing the most frequent incidents and requests can be challenging. Our objective was to thoroughly examine the inbox, scrutinize the contents of the emails to determine the sentiment, and classify them into topics. These topics are subsequently utilized to generate superior content on the support website, ultimately leading to a substantial reduction in customer contacts.

What data we used

Export of the inbox folder from Outlook with 1090 emails.

Objectives

— Finding patterns within emails

— Finding topics within the inbox

— Identifying «hot topics» with sentiment analysis

Deliverables

— 2D Map to browse and search for emails and keywords

— Topic modelling

— Management report in order to highlight fields of action

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