Voice-of-customer engine
the engagement
client data — not shown
heard
"Every team reads a different slice of the feedback and they all come to a different conclusion."
real problem
Free text arrived from six channels in four languages with no shared taxonomy. Volume was read as importance, and the tickets that actually drove cost were invisible.
system built
An ingestion layer that normalises and de-duplicates feedback, a retrieval-backed classifier onto a maintained issue tree, and a weekly digest that ranks issues by cost-to-serve rather than mention count. Every claim links back to source quotes.
what broke
The issue tree drifted. We introduced a monthly review where the top unclassified cluster either becomes a node or is explicitly rejected.
the open rebuild
same architecture · public data
dataset
Amazon Reviews 2023 + Multilingual Amazon Reviews Corpus
what the rebuild covers
Classifier, retrieval index and the cost-weighted ranking are reproduced. The digest is a notebook, not a service.
artifacts
NotebookCodeDatasetWrite-upDemo