John Norris’ Post

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Head of Sales at HumanFirst

We’re hosting a live HumanFirst webinar this Thursday at 1 PM EST on an interesting problem: auto-classification. I spoke to a customer service leader recently who was in a tough spot with this. Company earnings were down, and a specific segment of their customer base was really unhappy. They had a world class program capturing metrics like NPS and CSAT. But the metrics, for better or for worse, were for the most part LAGGING indicators. WHY were these numbers down? What was the root cause? She had to get to the bottom of it. The team had several hundred thousand customer service emails, survey responses, and call transcripts they wanted to analyze. We’re talking about millions of documents and mostly natural language data. Too much to summarize and label manually. They submitted a request to the data science and AI team - enter the queue. Weeks later the project is accepted, weeks after that there is a basic labeling of calls/emails/surveys - but without the domain experts building the projects, these are high level topics; useful, but they won’t lead to the complexity of insights this team needs. The project took over a month with 5 people working on it – a lot of technical resources dedicated to what should be a simple task. Plus, it was a one time project. To run the analysis again might be a little faster but there was a lot of work behind the scenes. Frankly the data science team wasn’t thrilled either - they were inundated with projects and wanted a faster way to do this kind of work. Enter HumanFirst. In our upcoming webinar, we’re going to walk through two approaches for easily classifying, labeling, and curating a natural language data set. The workflows will show you how to easily cluster & semantically search your data, run prompts across a large corpus of data to quickly build a relevant taxonomy, and classify your data. This is the foundational building block for a variety of desirable outcomes like: ➡️ Building a RAG chatbot ➡️ Training an NLU model ➡️ Analyzing natural language content  ➡️ Improving operations You can register at the link below. See you there! https://bit.ly/3VxVaNo

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