Enel - Complaints analysis


Use of Semanticase for the monthly semantic analysis of customer complaints

Application of semantic and sentiment analysis algorithms on complaints presented by the customer through web channels. Starting from a monthly updated drawing, the analysis of the complaint topics is processed, monitoring of words of interest, polarization of the arguments and of the single complaint. The analyzes are coordinated with the study of the temporal trends on the different segmentations.

THU the interview with Nicola Lanzetta, Head of Italy Market of Enel Energia