Natural Language Understanding (NLU) for retail : our first use cases and tech approach

I work at ADEO Group, the 3rd home-improvement retail company worldwide. I have been working for a few months in the data team, in helping some business teams become more data-driven and providing them data solutions, with the help of a great team of data scientists and analysts. My background is mainly business, and my playgrounds are customer services and customer relationship management businesses. And what I like to do in my free time is to play basketball, surf, to collect vinyl records. They all want to get actionable insights from the 50K textual feedback we get every month (web, mail, social, messaging, chatbots, marketing studies, UX surveys, employee surveys, web crawling,…).