One of the largest South African loans and insurance providers in operation for more than 20 years.
The Business Challenge
The verbatim text from surveys is historically difficult to digest and interpret. The goal of the project was to capture the underlying sentiment in the free-form text answers.
The solution was developed using the PBT Group implemented Hortonworks big data platform. The solution creates Net sentiment scores based on configurable list of Survey Context groupings. Furthermore, the solution also included a dashboard which effectively showcase the summary of the evaluated sentiment.
The services provided by PBT were:
- Data engineering – obtaining source data, natural language processing
- Sentiment Scoring – building rating rules to score sentiment
- Visualization – building the associated dashboards
- Solution development, implementation & support
The Value Proposition
The implemented solution effectively deals with mixed sentiments within single sentences, and interpretation within the specific context of the business. It identifies complex issues such as a gap in communication or saturation, as well as client’s threats to take legal actions – allowing the customer to take the necessary steps promptly. Furthermore, the ICU (intensive care unit) capability rapidly highlights burning issues before they go viral while the solution also drastically reduces the ingestion and interpretation timeline.
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