Feedback Triage

THE PROBLEM

Techno Brain’s client, an American multinational technology corporation, faced a significant backlog of over 4 million untriaged feedback items accumulated over three years. These feedback items, collected through various systems like surveys and the Feedback Hub App, required thorough processing to identify underlying problems, suggestions, and to link these insights to the appropriate engineering teams for solution development. Additionally, feedback moderation was necessary to ensure compliance with the client’s Code of Conduct.

 

THE SOLUTION

Techno Brain leveraged data triage, moderation, and analysis techniques, including semantic analysis, diagnostic review, and machine learning models, to process and understand the feedback. They improved the Contextual Normalization model's accuracy by 22% using reinforcement learning, processed the backlog efficiently, and ensured that all feedback met the client's standards.

THE IMPACT

The project increased the accuracy of the Contextual Normalization model by 22% through reinforcement learning since January 2023. Techno Brain processed a backlog of over 4 million feedback items since 2018 and regulated more than 1.2 million feedback items in two years, ensuring compliance with the client’s Code of Conduct. This resulted in enhanced understanding of customer feedback, improved bug identification, and increased customer satisfaction. Additionally, the use of machine learning models significantly improved processing speed and efficiency.

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