Measuring Corporate Reputation and Customer Satisfaction
Research suggests that it takes five times more expenses to attract new customer than to retain existing consumer. The growing concern of corporations in today’s competitive environment is to retain consumers. Although analytics has come to play a significant role here, solutions that overcome issues of scale & size, spanning the different regional business functions, to provide an end to end view of the business, are limited. This presentation brings in such solution adopted by the Customer Support & Service delivery Team at HP. Machine learning brings in a huge potential here from automation perspective. The next talk addresses the problem of low classifier accuracy in Text classification which is important aspect of the solution. It will demonstrate how the accuracy of classifiers such as SVM and Random forest when used for classifying text, can be increased by performing clustering of words before classification.