The khp-analytics from ian-whitestone

khp-analytics's Introduction

👋

I'm currently the Co-Founder & CEO of SELECT, a data warehouse cost observability & optimization platform. If you are trying to optimize your Snowflake usage, improve performance, or curious to learn more about Snowflake in general, don't hesitate to email me - I'd be more than happy to chat!

khp-analytics's People

Contributors

Watchers

khp-analytics's Issues

Modelling Ideas

Distress score prediction
Topic modelling
- unsupervised clustering, then manually tag based on keyword frequencies
- or use i-carol tagged categories
Sentiment analysis using out of box method
- Change in sentiment over the course of the chat
- identify convos with large change in sentiment to serve as examples/training material or for recognition of counsellors who did a great job
Model change in sentiment/distress over time
- Need a prior probability (based on survey info entered), plus updates over time
Message response suggestions
Queue wait time prediction

Exploratory Data Analysis

How many high distress conversations did we miss?
Do highly distressed kids drop off more? Or wait longer?
How often do kids try and chat before the conversation has started?
How does wait-time influence drop-off rate?
Can you quantify repeat callers?
- By nickname? By survey information entered?
How do factors like chat time, message length, response time, wait time etc. affect NPS
How long do counsellors wait before ending an inactive conversation?
Any differences between convos that are terminated by chats vs counsellors?
- In length? NPS? Handle time? Word count? Responsiveness?
How do chats end, and how does it relate to NPS?
- Connection error? Terminated by user? Terminated by counsellor?

Recommend Projects