Have you found that you are receiving feedback from users and it is marked not helpful? Do you find that users are escalating to a live agent more frequently than they should but you are not sure why? Did my user complete the task completely or did they get frustrated…

A Familiar Story — A Bad Customer Experience The day starts out beautiful. Oh no! An issue arises. You dial customer service & fail to get the answers you are looking for. You desperately attempt to connect to a “human”, an “agent” or someone to come to your rescue. The cycle repeats, the frustration increases and the day…

This is my final capstone project for IBM Applied Data Science Capstone course in Coursera, apart of the IBM Data Science Specialization Certification. 1. Introduction — Business Understanding 1.1 Background There has been an evolution of marketing. Since the 1900s starting on both radio and television, the marketing focus was on “selling” starting. The Golden age of…