The Challenge
The LGU was receiving complaints through various channels, including form submissions, queries, and emails, and wanted a way to categorize 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 LGU to classify complaints into its designated service areas. The complaints were then analyzed 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 LGU was performing over time, with the dashboard offering insights that allowed users to identify trends and drill down into areas of interest.
The LGU could also respond quickly to sudden shifts in sentiment.
FAQs
What does the sentiment tool do with complaints?
How does the LGU use the insights?
Why does this work for LGUs in the Philippines?
