The networking giant received feedback via multiple feedback channels such as Email , trouble tickets, surveys. BRIDGEi2i helped the giant create an active response process by leveraging analytics

1. Understanding Pervasive User Experience For A Fortune 100
Networking Client
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• From the various data
sources available, each user
feedback is mapped to a
particular client service
• The service sub-
categorization mapping is
done based on the keyword
correlation between user
feedback and the services’
associated keywords
• The sentiment of each of the
user feedbacks pertaining to
a Service are classified
based on the sentiment
analysis algorithm and are
assigned one of the three
categories: Positive/
Neutral/ Negative
• Each of the user feedback
content is then analyzed to
identify the issue that it
relates to
• A noun based algorithm is
developed to understand
the theme/ issue that a user
informs about. This helps
the service owner to take
appropriate actions
• Categorizing
user feedbacks
to a particular
client
service/tool
• Understanding
the sentiment
of the feedback
• Identifying the
issue and help
the service
owner address
those issues
Data Key Features Outcome
Tools & Services Sentiment Analysis Thematic Analysis
Email
Remedy
Client feedback tools
Survey
• To have a single presentation layer to ensure that near real-time user feedback methods are in place in combination with
the existing client’s feedback programs offering new centralized services, robust analytics and an active response
process.
Objective
Tools &
Services
Sentiment
Analysis
Thematic
Analysis