Success story.
Intelligent Omnichannel Surveys
The company received feedback on social media, call center, and QR codes in packaging, but lacked a centralized mechanism to analyze sentiment and detect emerging trends.
We take on any challenge
At Zenta there are no obstacles we cannot overcome.
Challenge
Unify and automate the ingestion of feedback from all channels, applying NLP to identify brand and product quality insights in real time.
Solution
We implemented a pipeline with Pub/Sub and Dataflow, applied the Cloud Natural Language API for sentiment analysis, and trained an AutoML model for topic classification. We visualized the results in Looker.
Results from our management
85% of feedback analyzed automatically.
Brand insights in <1 hour after posting on social media.
15% improvement in perceived quality according to NPS.
“"Thanks to the implementation of Forms with the help of Zenta and GCP's infrastructure, we have been able to make available a regional data collection platform across all our countries and business units. This has allowed us to reduce the time and cost of obtaining real-time information on the status of our customers through our sales force, employees, and external parties. Scalability has been fundamental in this process, as we have been able to complete intensive market research (more than 600 new users and 4,000 surveys daily) in a short time, without having to worry about the impact on the architecture, since scaling resources within specific timeframes is one of GCP's key benefits."”
What they say about our work.
We have the backing of those who have trusted us.