Takes 5 mins
CASE STUDY
Know How SonyLIV Achieved Quick Data-Driven Actions And Successfully Eliminated 80% Manual Efforts Using Tatvics App Review Analysis System
Client Background
Client Name: Sony Liv
Client Domain: Media & Entertainment
Headquarters: Mumbai, Maharashtra, India
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Challenge
SonyLIV business places customer centricity at the core of their business. Their analytics team and the VRM team daily look at all the feedback to understand the summary of customer sentiments, and discuss the scope to improvise it with leadership. A system was required to take the feedback, categorize them, present the synopsis of customer feedback, and allow the end-user to slice and dice the reviews with various cuts.
Earlier they used to scrape Playstore reviews and tag them manually. It was time-consuming, especially on big events and launch days. SonyLIV wanted to improve the team’s efficiency and productivity by eliminating manual intervention.
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Approach to Solution
Data Science and Analytics teams at Tatvic were instrumental in addressing the challenge at several levels.
Topic Modelling and Text Classification took the place of manual tagging.
Various iterations and collaboration between teams from both companies resulted in understanding the customer sentiments better and increased the metric accuracy. The result was a powerful dashboard that stored reviews and analyzed them from various dimensions.
Currently, the dashboard also provides intuitive insights through advanced visualizations in the form of Word Frequency and Word Cloud Charts. Also, the critical reviews are automatically identified using the sentiment scores.
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Results
The project helped SonyLIV in analyzing bulk reviews coming from consumers at a brisk pace. The tasks that took hours before were now done in a matter of minutes using the automated dashboard developed by Tatvic. The frequency charts analyzed the issues in minutes saving hours worth of time.
In one particular instance, SonyLIV got flooded with reviews, the new dashboard detected the pattern of sentiments. They were able to take quick actions with the analysis presented by word charts and dashboard.
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