Analyzing Customer Support on Social Media - Qualetics Data Machines

The goal of this study is to analyze the queries raised by customers on a particular social media platform by analyzing their interactions with the customer support and provide incisive insights to perform sentiment analysis. We performed exploratory data analysis to extract insights from the data. With Deep Learning tools like NLTK, sentiment analysis was performed to understand the positive, negative, and neutral sentiments of the customers of a brand. Machine Learning was used to identify the frequency of similar text appearances. Deep learning algorithms were used to understand the customer queries and the average time taken by the respective company's social customer support team in addressing the queries.