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Natural Language Processing (NLP) and sentiment analysis were largely restricted to social media and online reputation management. However, during the pandemic things changed. Critical everyday decisions depended on near-real-time feedback from employees and customers, as we all navigated the unknowns of the restrictions and constraints brought about by the Covid-19 pandemic. 

Lexcore, our proprietary NLP-based product, identifies positive, negative and neutral sentiments and provides key insights into what your customers actually think and experience about your product and services. It can detect anomalies, isolate spikes in negative conversational themes and allow you to address specific issues raised by your customers. You will also be able to replicate the success of positive conversational themes that Lexcore identifies along parallel verticals. 

In this case study, we share with you about how Skellam AI’s Lexcore helped the largest coffee chain in the world not only manage its online reputation, but also take key operational decisions during the pandemic through customer feedback insights and sentiment analysis. 

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