About.

Continuously ingests tickets, surveys, and social mentions; classifies sentiment, tags topics, and surfaces emerging issues in a live dashboard so teams can react fast.

Problem Statement.

Customer experience signals live in silos; teams spot issues late, when damage is already done.

Solution.

Streaming ingestion to FastAPI; queueing for stable throughputLLM classifiers for sentiment, intent, and topic clusteringPriority scoring and routing for "act now" itemsReact dashboard with trends, drill‑downs, and exports

Results.

• Alert lead time improved from days to hours in pilot
• NPS dip detected 48h sooner during pricing change test

Challenges.

• Noise filtering for social streams
• PII scrubbing and policy controls

Lessons Learned.

• Human‑in‑the‑loop review improves precision on edge cases
• Event‑driven architecture keeps costs predictable

Future Improvements.

• Bring‑your‑own‑LLM to tune for cost/latency
• Custom taxonomies per team
• Slack/Teams push alerts