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Робот-аналитик отзывов в приложении Додо пиццы

Robot-analyst of reviews in the Dodo Pizza app

«Dodo» contact-center robot

Bot for a million. Results of the project

01/

Main information

«Dodo Pizza» is a pizzeria chain, one of the largest catering chains in Russia.

Automate the processing of reviews that customers leave in the «Dodo Pizza» mobile application.

Client

Task

Robot-classifier that analyzes the texts of reviews, determines their sentiment, subject matter and, if necessary, sends them to operators.

Decision

02/

Recognize over 180 types of complaints

Identify products that were mentioned in the comment

What the classifier can do

03/

Scheme of work

User leaves a review
in the application «Dodo Pizza»

Classifier analyzes the text and adds tags: complaint category, product name

The tagged text is sent to the ticket system «Dodo»

Operators and other «Dodo» employees are processing reviews

Interesting fact:

One of the users was brought a crumpled pizza. He wrote: «What is this ???» and attached a photo to the review. The classifier has marked the review as «Crumpled pizza», although it cannot analyze images.

04/

Development stages

Examine the data: «Dodo» reference book and testimonials

Train service based on the reviews left in the «Dodo» application

Test the classifier, debug

Collect new reviews, train the service

Launch the classifier into full-fledged work

Emotions from the project

09/

«The classifier solves a real, acute problem: it 'reads' thousands of user reviews, identifies topics, separates important from unimportant - in general, it does work that Dodo operators cannot physically cope with».

Sergey Verentsov

Technical Director