Projects

KTP with TeleWare

This KTP is focused on developing sentiment analysis and machine learning tools applied to data collected by TeleWare on how customers interact with businesses (traditional call centres, social media, web chats or other channels) .

KTP with TeleWare

The KTP examines the best way to collect data from customer interactions and how to analyse it to enhance customers’ experiences. The overall idea is to build a computational pipeline based on natural language processing and customised machine- and deep-learning tools to predict a "customer experience score" given by a customer after each interaction with the company.  This project is funded by Innovate UK. Contact: Dr Yifeng Zeng (Y.Zeng@tees.ac.uk)