Xomnia is a word combining the letter ‘X’ – the unknown – and “Omnia” – Latin for everything. Our team of data scientists and big data engineers are trained to find the undefined – X – in all the relevant data sources – Omnia. This unknown – X – is untapped business value. Combining the X and Omnia you get the Xomnia spirit. Eager, curious and dedicated people, who have the belief that the future is big data.
TUI is an international leisure-travel company. They constantly strive to surpass their customers’ expectations. When doing proper customer satisfaction, or customer experience research, open text questions should be part of it. However, when you have to analyse several thousand open text answers, you face a challenge. That’s why Xomnia built a solution for TUI that is able to recognize predefined categories in open text answers on a topic level. This means that if one message, or even one sentence is about three different topics, the algorithm recognizes all of them. Together with this classification towards predifined topics we applied text clustering to discover new likely relevant topics. On all categorized text chunks we applied Xomnia’s sentiment analysis. Finally we put all together in one easy to use dashboard.The tool we created provides a deep understanding on the important business drivers of TUI from a customer point of view. With some clicks TUI can now go from a high level score on a certain topic, towards a further exploration of the topics into detail. This way the tool is of use for both a strategic as well as operational activities.