PolyAnalyst Web Report Training Analysis of Call Center & Warranty Data PolyAnalyst Web Report Training Megaputer Intelligence www.megaputer.com © 2014 Megaputer Intelligence Inc.

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining about the most? What issues are the most costly? Can we discover emerging issues? Can we identify any systemic issues?

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining about the most? What issues are the most costly? Can we discover emerging issues? Can we identify any systemic issues?

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining about the most? What issues are the most costly? monetary cost downtime labor hours Can we discover emerging issues? Can we identify any systemic issues?

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining about the most? What issues are the most costly? Can we discover emerging issues? Can we identify any systemic issues?

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining the most? What issues are the most costly? Can we discover emerging issues? Can we identify any systemic issues?

Objectives Automate the analysis of Call Center and Warranty Data Determine issues of interest for improving customer satisfaction and reducing costs What issues are customers complaining the most? What issues are the most costly? Can we discover emerging issues? Can we identify any systemic issues? product line customer region

Challenges to Overcome Non-homogeneous data sources Unstructured, free-form text Domain-specific terminology Inconsistent naming Irrelevant information Call Center Data Warranty Parts Data Warranty Labor Data

Challenges to Overcome Non-homogeneous data sources Unstructured, free-form text Domain-specific terminology Inconsistent naming Irrelevant information “Machine showing oil over temperature. After machine verification was noticed that in this machine has two auto dump valve, see bellow.”

Challenges to Overcome Non-homogeneous data sources Unstructured, free-form text Domain-specific terminology Inconsistent naming Irrelevant information Coolpix Hopper Moveable Platen

Challenges to Overcome Non-homogeneous data sources Unstructured, free-form text Domain-specific terminology Inconsistent naming Irrelevant information oring = o-ring = o ring = Oring = ORING

Challenges to Overcome Non-homogeneous data sources Unstructured, free-form text Domain-specific terminology Inconsistent naming Irrelevant information Call Center, Warranty Parts, Warranty Labor © 2011 Megaputer Intelligence Inc.

Data Loading & Integration Methodology Data Loading & Integration Call Center Warranty Parts Warranty Labor Data Cleansing Fix spelling errors Filter irrelevant information Rename for consistency Text Analysis Parts Extraction Issues Extraction

Analysis Flowchart

Data Loading & Integration Methodology Data Loading & Integration Call Center Warranty Parts Warranty Labor Data Cleansing Fix spelling errors Filter irrelevant information Rename for consistency Text Analysis Parts Extraction Issues Extraction

Data Loading

Data Loading Summary statistics enable easy exploration of attributes.

Data Loading Column information can be summarized. Here, we quickly see the distribution of Product Line.

P7 is the product line with the most calls. Data Loading P7 is the product line with the most calls.

Join disparate data sources using Join Node. Data Loading Join disparate data sources using Join Node.

Data Loading & Integration Methodology Data Loading & Integration Call Center Warranty Parts Warranty Labor Data Cleansing Fix spelling errors Filter irrelevant information Rename for consistency Text Analysis Parts Extraction Issues Extraction

Spell Check

Dictionary Manager Existing dictionaries can be edited and custom dictionaries can be imported for domain-specific analysis.

Data Cleansing

Data Loading & Integration Methodology Data Loading & Integration Call Center Warranty Parts Warranty Labor Data Cleansing Fix spelling errors Filter irrelevant information Rename for consistency Text Analysis Parts Extraction Issues Extraction

Analyst-driven Analysis Methodology Data-driven Analysis Analyst-driven Analysis

Analyst-driven Analysis Methodology Data-driven Analysis Analyst-driven Analysis

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Taxonomy

Keyword Taxonomy

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Extraction

Keyword Taxonomy

Keyword Taxonomy

Analyst-driven Analysis Methodology Data-driven Analysis Analyst-driven Analysis

Custom taxonomies categorize problematic Analyst-Driven Taxonomy Outline Custom taxonomies categorize problematic parts and issues in call center notes

Expressions query the data to assign records to categories Analyst-Driven Taxonomy Outline Expressions query the data to assign records to categories PROJECT!  Nouns Tax: mold sensor  phrase(3, mold, sensor) Robot > Other  keywords  robot vacuum  Verbs & Adj. Tax: damage, break, crack  Broken (Generalize)

Issues Taxonomy Outline

Issues Taxonomy Outline Leakage Category Sub-Category Verbatim Oil Leakage "Extruder gearbox leaking hydraulic oil. Oil leak at about 1 gallon in an hour. Customer will call region to request service tech.” Water Leakage “Repair mold dehumidifer water leakage at piping. Water leak from Auxualiy Coolpik blower water hose.” Created by analyst. Access results of data-driven directly using, e.g., Keyword function, or search for patterns using other PDL functions  proximity constraints, direct vs. negated, semantic relationships

Most Complained About Issues

Issues with Most Downtime

Issues with Longest Resolution Time

Issues with Highest Warranty Costs

Most Problematic Issues Failure Replacement Broken Damage Oil Leakage

Relationships Between Issues

Outline Parts Taxonomy Created by analyst. Access results of data-driven directly using, e.g., Keyword function, or search for patterns using other PDL functions  proximity constraints, direct vs. negated, semantic relationships

Outline Parts Taxonomy Hose Category Sub-Category Verbatim Water Hose "Water hoses worn out. replaced hoses” Air Hose “coolpik air blow hose get damaged by scratching with conveyor.” Created by analyst. Access results of data-driven directly using, e.g., Keyword function, or search for patterns using other PDL functions  proximity constraints, direct vs. negated, semantic relationships

Most Complained About Parts

Parts with Most Downtime

Parts with Longest Resolution Time

Parts with Highest Warranty Costs

Most Problematic Parts Kit Injection Piston Check Valve Tooling Rod

Relationships Between Parts & Issues

Dimensional Analysis: Parts & Issues Project!

Treemap: Parts & Issues Project!

Emerging Issues over Time

Emerging Problematic Parts over Time

Emerging Issues over Product Age Project!

Systematic Issues by Product Line P7 is the most frequent product line among escalated calls, with almost 50%.

Systematic Issues by Region

Systematic Issues by Customer

Objective and uniform analysis Reduce analysis time Conclusion Automated analysis Objective and uniform analysis Reduce analysis time Reduce need for staff Early detection of costly issues Reduce costs

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