Enhance the client journey with Intent Recognition and Conversational Analytics

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On this episode, we speak with Daniel and Emiel, software program engineer and product proprietor within the buyer assist area. On this area, the main target is to assist our clients in one of the simplest ways attainable. However what if we are able to forestall the client to really feel the necessity to contact bol.com within the first place, they requested themselves. They realized this may be attainable utilizing the analyses of the varied buyer interactions we’ve through the Chatbot “Billie”, dwell chat, telephone and e mail.

For these analyses, they launched methods from the Information Science and Machine Studying area. Pure Language Processing is required in addition to Comprehender Strategies. As a staff, they investigated fashions out there within the open supply neighborhood. Within the podcast, we speak about how we tailored them for this function adopted by the coaching of those fashions.

We speak in regards to the 4 steps to get from thought to the usable data for the product specialists. The product specialist can use the data supplied to boost the product particulars and descriptions to a degree the place a minimal of questions from clients is required.

One of many first deliverables was the introduction of so-called sad merchandise report. Merchandise which trigger comparatively a lot buyer interactions. It presents these merchandise however much more necessary, attainable causes.



Daniël Heres; software program engineer

Emiel Ubink; product proprietor


Peter Brouwers

Peter Paul van de Beek

Present notes

Design sprints as a part of the way in which of working to extend the pace and shorten the suggestions loop:
design dash

Willpower of the necessary phrases within the textual content is completed by way of TF/IDF which stands for time period frequency-inverse doc frequency. It’s a part of the Pure Language Processing and to find out the Sensible Phrase Clouds. TF/IDF

BigQuery is used to retailer the information to be analysed in a while.

Predictive Fashions are getting used to enhance the store which ought to end in a greater buyer journey with a decrease variety of buyer questions.

Unsupervised Studying is mentioned as the way in which the fashions are being educated and verified

Clustering Matter Modelling; discovering out the latent thems (matters)

Replace 4th June 2021:

We obtained a mail from one in all our listeners offering us with a hyperlink to extra updated data on unsupervised studying


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