Text Analytics and Machine Learning: best for the job!

In his career Bram has come across many different companies looking for ways of leveraging analytics, big data pipelines and data science techniques to keep up with the huge demand and to stay ahead of the competition. He will take the audience through a business case in the customer helpdesk domain situated within a Scandinavian company, their main issue is dealing with the increasing number of emails they receive every day. Their main question was how to start responding automatically to certain incoming emails, to lower the workload for the employees at the helpdesk but still being able to deliver their personal touch to their customers. In this project we made a system that understands the content of an incoming email, answers the emails if possible and prioritizes the emails that should be handled manually. In this talk, Bram will talk about which techniques were used, which problems were faced along the way, for example dealing with a different and infrequently used language, and how these problems were finally overcome to create a solution that the client can use to improve their business and solve the problem they faced.