Case Study 2: Sentiment Analysis for Customer Feedback

Background:
As a Big Data Engineer at an insurance company, your team is responsible
for developing a sentiment analysis model to analyze customer feedback and
identify areas where the company can improve its services. The goal is to
provide insights that can be used to enhance customer satisfaction and
retention.

Problem:
The company has noticed a decline in customer satisfaction scores and wants
to identify the reasons behind it. The company believes that sentiment
analysis can provide valuable insights into customer feedback and help them
improve their services.

Challenges:
One of the main challenges in developing a sentiment analysis model is
accurately interpreting text data. Sentiment analysis models need to be
trained on large volumes of labeled data, which can be time-consuming and
expensive. Another challenge is dealing with the variety of sources and
formats of customer feedback, including social media, emails, and phone calls.

Questions:
1. What preprocessing steps would you take to clean and prepare the text
data for analysis?
2. What techniques would you use to train the sentiment analysis model?
3. How would you handle the variety of sources and formats of customer
feedback?
4. How would you validate the model's performance?
5. How would you use the insights gained from the sentiment analysis to
improve customer satisfaction?