Dell Technologies Support Services must analyze various text data sources to provide a better customer experience. Analyzing text data is challenging due to scale as well as the technical challenges associated with its inherently noisy nature. Analyzing this data is also a tedious, time-consuming process for business analysts.

DellNLP helps solve these text data problems by adding a layer of structured data on top of text data, allowing business analysts to go from parsing approximately 500 documents a week to more than 1,000 documents in minutes. This helps analysts focus on solving customer problems rather than spending time mining data.

DellNLP has led to the following outcomes for our business partners as well as Dell Technologies customers:

Business Impact

• 22% fewer No Fault Found (NFF)
• 6% lower Repeat Dispatch Rates (RDR)
• 46,000 repeat call reductions
• 500-person hours saved every month to label text data using DellNLP Elixir
• 12x increase in cases analyzed for quality assurance improvements
• 200-person hours per application saved using real-time text processing service, eliminating redundant solutions developed for each AI/ML application

Customer Impact

• 17% reduction in resolution time
• 7% improvement in issue identification
• Improving customer experience by driving innovation of new applications, including online chatbots for troubleshooting, automated case prioritization, and early intervention to avoid case escalations