Case Study: Data Insights


We worked with a client to demonstrate the power a few AI tools can bring to the interpretation of information with only a few days of effort. Heron validated, with the AI tools selected, that actionable outcomes can come from this approach on a previously unmanageable data set.



Taking several sources of customer feedback responses, a telephony source and online NPS and verbatim sources, Heron used one tool for entity extraction and sentiment analysis before putting through a separate platform for pattern recognition and meta learning.



The client was very excited by what they saw. Firstly the process showed that insights can be gained from these data sources that had previously been very hard to consume and make sense of. While some of the insights backed up perceived wisdom that previously had not been able to be confirmed with data, Heron were also able to provide insights previously not considered or understood.