United StatesEnergy and utilities2024 – ongoingSunrun
NLP analysis of free-text comments from monthly NPS surveys
Sunrun's customer experience team found more than 50 actionable insights a month after moving NPS comment review to Unwrap's NLP platform
Problem
Sunrun collects tens of thousands of NPS survey responses a month. The team reviewed comments by hand or with fixed keyword searches. That produced a handful of broad themes and did not show root causes.
Approach
Sunrun used Unwrap's NLP platform on the free-text comments. The platform scores sentiment, tags comments automatically and routes them to the teams that own the issue. It also looks for trends that need action.
Results
Takeaway
Comment text that was already collected held sales leads as well as service complaints. Automatic tagging and routing turned it into work for specific teams.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Unwrap's customer story says Sunrun moved NPS comment review from manual work and keyword searches to its NLP platform. It reports more than 50 actionable insights a month, a 10x gain, and hundreds of customers interested in a retrofit battery. It also says routing comments to teams fell from hours to minutes. The figures are the vendor's.
Full details are in the original sources.
