That was Red Bow from Jaipur. He was lovely. (Gotta love intercom.io)

Over at indico, I have chats with many wonderful people that visit our site. They have questions, I have answers, and honestly… we all just love to help people that want to know more about how machine learning works to make their businesses better.

I did a data dump last week of my intercom conversations to see what stuck out the most and because I work at a machine learning company, I didn’t have to manually look at each conversation. I got to see high level topics, keywords, and the overall sentiment of conversations. A snapshot of what our users want done within seconds through our models.

What does this mean for you? Well, say you work for the marketing department in any company… let’s say a security company, like RSA. You’ve just launched two new products — Product A and Product B — and you are not getting the conversion you wanted on Product A. All of the text from the chat center data might give you some insight as to why this happened. Ohhh, turns out they use LivePerson. That’s a cool one too. First we filter out by the “Entity”: Product A, then we want a “Sentiment” score of everything under 20%, and finally pick out the “Keywords”.

So let’s begin.

Customer CDE: How much is Product A?

My Company: Product A is $100 per person at your organization per month for unlimited use.

Customer CDE: Ouch, well how much is Product B?

My Company: Product B is $50 per person at your organization per month for limited use.

Customer CDE: Well yeah, Product A is too expensive and no one needs unlimited use.

Nope.

Or the full conversation…

All the nopes.

Customer FGH: Heyo, What’s you up with your new Plans… I hear Plan A is rad.

My Company: Aw, thanks! Plan A totally is! It’s unlimited use too!

Customer FGH: YES! I love unlimited use! How much is it?

My Company: $100pp per month.

Customer FGH: Never mind.

Nope and never mind.

Customer IJK: Product A is per month for unlimited people, right?

My Company: Product A is billed per month, per person.

Customer IJK: Well that’s stupid.

That’s another way to say it.

Now these are only three examples and if you’re like RSA Security, you have 1,000 conversations a day. I think. They’re huge.

All you have to do is dump conversations that are tagged with Entity “Product A” and pick out a threshold of a sentiment score under 20%. Voila! Not magic. Just machine learning.

Machine learning needs data and if you have enough of it, our models can do what it would take a team of PhDs, hundreds of thousands of dollars, and many months just to solve one simple problem like this.

Head over and talk to me at indico or hit me up at julie@indico.io. You know I love to talk.