The Challenge
The council was receiving complaints through various channels, including form submissions, queries and emails, and wanted a way to categorise complaints, route them to the appropriate departments and services., and track sentiment.
The Solution
Blackbook AI trained an NLP model on a training dataset supplied by the council to classify complaints into its designated service areas. The complaints were then analysed for sentiment, with key entities and phrases extracted for deeper insights. The results were presented in a Microsoft Power BI dashboard.
The Outcomes
The solution provided a quick, high-level view of how the council was performing over time, with the dashboard offering insights that allowed users to identify trends and drill down into areas of interest.
The council could also respond quickly to sudden shifts in sentiment.
FAQs
What does the sentiment tool do with complaints?
How does the council use the insights?
Can the model be trained on our own data?
