Text Analytics Methods

Text Analytics Methods

Enhances the text analysis capabilities of topic-classifier / trend-detector agents.

Topic Classification Methodology

Bottom-up Classification

1. Read all feedback (sample: 100+ entries)
2. Identify recurring keywords/phrases
3. Cluster similar keywords
4. Assign topic names to clusters
5. Finalize topic system (MECE verification)
6. Tag all data with topics

Top-down Classification

Pre-defined categories:
├── Product/Service Quality
│   ├── Features
│   ├── Performance
│   ├── Design
│   └── Reliability
├── Customer Experience
│   ├── Usability
│   ├── Customer Support
│   ├── Purchase Process
│   └── Delivery
├── Price/Value
│   ├── Price Level
│   ├── Value for Money
│   └── Discounts/Promotions
└── Other
    ├── Competitor Comparison
    └── Improvement Requests

Keyword Analysis

TF-IDF Concept Application

TF (Term Frequency) = Word frequency in a specific document
IDF (Inverse Document Frequency) = Rarity across all documents
TF-IDF = TF × IDF

High TF-IDF = Words important in a specific document but uncommon overall
→ Useful for identifying feedback anomalies

Keyword Extraction Process

1. Remove stop words: articles, conjunctions, common verbs
2. Extract nouns/adjectives
3. Calculate frequency (top 30)
4. N-gram analysis (2-gram, 3-gram)
   "slow delivery", "support not reachable"
5. Keyword cloud visualization

Trend Analysis Techniques

Time-series Topic Trends

Anomaly Detection Criteria

Anomaly signals:
- Topic ratio +50% vs previous period → urgent analysis
- Negative sentiment surge of +0.3 or more → investigate cause
- New keyword emergence (absent in previous quarter) → new issue

Insight Derivation Framework

Pyramid Principle (So What?)

Level 1 (Data): "Delivery complaints at 25%, up 7pp from previous quarter"
Level 2 (Analysis): "Delivery delays mainly caused by new logistics partner switch"
Level 3 (Insight): "Need to renegotiate logistics SLA or revert to previous provider"
Level 4 (Action): "Request SLA review from logistics team, improvement plan due in 2 weeks"

Action Priority Matrix

Quality Checklist