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The client, a multinational financial services organization headquartered in California, facilitates electronic funds transfers throughout the world. It maintains a community forum for its developers and vendors to capture issues and queries associated with the APIs which get released frequently. Infosys partnered with the client to integrate the HINT platform to classify all conversations in the forum into right API families and to predict the root cause for each thread in the forum using machine learning algorithms.

HINT is a text analytics platform built on open source tech stack which solves big problems with small data. It offers wide range of services spanning from text analytics, image analytics, data visualization, etc. HINT helped the client to plan the priorities for the future effectively.

Key Challenges

  • Challenge with unstructured data as the client maintains a community forum which is being used by multiple users, including developers and vendors/customers of the organization. The forum contains 35,000+ conversations spanning over 7,000 threads which are mostly unresolved
  • Data ingestion was a challenge with 35,000+ conversations being crawled from the community forum web portal to build the input data set
  • Choosing right data set for training was difficult since the forum was used by multiple users
  • Data labelling was cumbersome as over a thousand threads were labelled manually to train the model
  • The team had to showcase the PoC to the client in a week and the implementation in a month

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The Solution

Leveraging Machine Learning Algorithms

  • HINT classifies all the conversations into the right API families using machine learning algorithms
  • HINT RCA (Root Cause Analysis) module identifies the root cause for each thread in the forum
  • HINT UI renders multiple interactive visualizations to the end user

Problem Solving and Stakeholder Management Methodology Leveraged by Infosys

  • Detailed analysis of the problem statement as well as the process adopted by the customer to make the process of understanding the use case straightforward
  • Roundtable with the client, along with the team who manages the community forum, to fine-tune the solution based on the ask
  • Effective collaboration within the team in order to finalize the design quickly
  • Choosing the right technology stack based on the complexity of the use case and the output that the customer expected from HINT enabled faster development
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Benefits

Leveraging Hint to achieve effectivity and efficiency

Detailed visualization of current trend

Detailed visualization of current trend

Reduction in team size by 50%

Reduction in team size by 50%

Enabled better API release planning

Enabled better API release planning

Enhanced the decision making and prioritization for future development

Enhanced the decision making and prioritization for future development

Minimized the interaction with vendors on clarification/issues

Minimized the interaction with vendors on clarification/issues

Assignment of reported issues to the right team for resolution, hence faster resolution of issues

Assignment of reported issues to the right team for resolution, hence faster resolution of issues