Case Studies Consumer electronics leader detects, triages, and fixes emerging issues at launch

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	Consumer electronics leader detects, triages, and fixes emerging issues at launch

Consumer electronics leader detects, triages, and fixes emerging issues at launch

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Visualization
Applicable Industries	Consumer Goods Electronics
Applicable Functions	Quality Assurance
Use Cases	Predictive Maintenance
Services	Data Science Services System Integration
Challenge	About to launch its first wearable technology product, this leading global consumer electronics brand sought to reliably monitor customer feedback for emerging issues. Given the company’s scale and the launch’s publicity, problems needed immediate detection and resolution. Most solutions the company reviewed required the painful process of manually building and categorizing inflexible lists of keywords or important terms. An effective solution would: Accurately identify, categorize, and label underlying intents in feedback; Quickly uncover and track emerging issues to monitor effectiveness of fixes; Offer support in multiple languages, including English, Spanish, Chinese, French, and Russian. Read More
About Customer	The customer is a leading global consumer electronics brand, renowned for its innovative products and large-scale operations. The company is about to launch its first wearable technology product, which is expected to attract significant attention and customer feedback. Given the high profile of the launch, the company needs to ensure that any emerging issues are detected and resolved promptly to maintain its reputation for quality and customer satisfaction. The company operates on a global scale, necessitating support in multiple languages to cater to its diverse customer base. The brand is known for its commitment to innovation and excellence, making it imperative to have a robust system in place for monitoring and addressing customer feedback. Read More
Solution	The brand used Luminoso CompassTM to classify, label, and analyze its incoming support tickets – ideal for acting on high volumes of streaming text data. Without keyword-matching or ontology-building, the solution was set up in under 10 minutes. After launch, incoming support tickets were pulled in and analyzed in near real time. As Luminoso assigned categories to incoming tickets, the team monitored which problems were mentioned most frequently, and quickly identified emerging issues. The team found unexpected insights. 'Cracked' and 'scratched' screen complaints, labeled as 'Repairs and Physical Damage', stemmed from damage in the shipping process, not user behavior. The group also learned that early customers were complaining about a 'sticking' or 'unresponsive' dial, an actual defect for some buyers, but also a counterintuitive design feature for others. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Consumer Goods

Electronics

Applicable Functions

Quality Assurance

Use Cases

Predictive Maintenance

Services

Data Science Services

System Integration

Challenge

About to launch its first wearable technology product, this leading global consumer electronics brand sought to reliably monitor customer feedback for emerging issues. Given the company’s scale and the launch’s publicity, problems needed immediate detection and resolution. Most solutions the company reviewed required the painful process of manually building and categorizing inflexible lists of keywords or important terms. An effective solution would: Accurately identify, categorize, and label underlying intents in feedback; Quickly uncover and track emerging issues to monitor effectiveness of fixes; Offer support in multiple languages, including English, Spanish, Chinese, French, and Russian.

About Customer

The customer is a leading global consumer electronics brand, renowned for its innovative products and large-scale operations. The company is about to launch its first wearable technology product, which is expected to attract significant attention and customer feedback. Given the high profile of the launch, the company needs to ensure that any emerging issues are detected and resolved promptly to maintain its reputation for quality and customer satisfaction. The company operates on a global scale, necessitating support in multiple languages to cater to its diverse customer base. The brand is known for its commitment to innovation and excellence, making it imperative to have a robust system in place for monitoring and addressing customer feedback.

Solution

The brand used Luminoso CompassTM to classify, label, and analyze its incoming support tickets – ideal for acting on high volumes of streaming text data. Without keyword-matching or ontology-building, the solution was set up in under 10 minutes. After launch, incoming support tickets were pulled in and analyzed in near real time. As Luminoso assigned categories to incoming tickets, the team monitored which problems were mentioned most frequently, and quickly identified emerging issues. The team found unexpected insights. 'Cracked' and 'scratched' screen complaints, labeled as 'Repairs and Physical Damage', stemmed from damage in the shipping process, not user behavior. The group also learned that early customers were complaining about a 'sticking' or 'unresponsive' dial, an actual defect for some buyers, but also a counterintuitive design feature for others.

Impact #1	With Luminoso, this brand accurately identified and categorized customer intent from feedback.
Impact #2	Uncovered and triaged emerging issues to immediately implement fixes.
Impact #3	Discovered root causes for complaints.

Impact #1

With Luminoso, this brand accurately identified and categorized customer intent from feedback.

Impact #2

Uncovered and triaged emerging issues to immediately implement fixes.

Impact #3

Discovered root causes for complaints.

Benefit #1	Time-to-insight in under 10 minutes instead of weeks or months.
Benefit #2	Identification and classification in near real time with high-level accuracy.

Benefit #1

Time-to-insight in under 10 minutes instead of weeks or months.

Benefit #2

Identification and classification in near real time with high-level accuracy.

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Overview

Consumer electronics leader detects, triages, and fixes emerging issues at launch

Operational Impact

Quantitative Benefit