The challenge
The council was receiving complaints through various mediums, including form submissions, queries, and emails, and wanted a way to track sentiment so complaints could be effectively categorised and routed to the appropriate departments and services.
The solution
Blackbook AI trained an NLP model based on the supplied training dataset that was able to classify the documents into the council’s nominated service areas. The documents were then analysed for sentiment, with any key entities and phrases extracted for deeper insights. This data was presented in a visualisation layer using Microsoft Power BI.
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 address any sudden deviations in sentiment as needed.
The challenge
The council was receiving complaints through various mediums, including form submissions, queries, and emails, and wanted a way to track sentiment so complaints could be effectively categorised and routed to the appropriate departments and services.
The solution
Blackbook AI trained an NLP model based on the supplied training dataset that was able to classify the documents into the council’s nominated service areas. The documents were then analysed for sentiment, with any key entities and phrases extracted for deeper insights. This data was presented in a visualisation layer using Microsoft Power BI.
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 address any sudden deviations in sentiment as needed.
