Engineering

All about boosting customer happiness with science and code

Ryan Smith

Recent Posts

Understanding Accuracy in ML Systems

Ryan Smith

March 12, 2019

Note: An article about this from the CX perspective can be found here.  The last few years have seen an explosion in companies adopting AI/ML solutions into their business pipeline. Huge advancements in Computer Vision and Natural Language Processing have made it possible to automate tasks we wouldn’t have attempted just 5 years ago. However, sometimes the utility of these methods can be lost in[…]

Building our own sentiment analytics model

Ryan Smith

November 29, 2018

 Whether it’s a brick and mortar company or a cutting edge SaaS enterprise, there is hardly a business that does not value customer feedback. Making sense of that feedback is tough. It’s easy to analyze feedback in a spreadsheet when you have a handful of customers, but as your customer base grows you need a system to help make sense of all of the feedback you receive. At Wootric, we built[…]

Customer Feedback Classification Using Bag-of-Words

Ryan Smith

May 25, 2018

PART II. [Go to Part I]