Case Studies
Turning Millions of Customer Communications into Actionable Intelligence
- A global company in manufacturing, energy management, and automation was receiving millions of incoming communications - emails, web forms, and chat requests - from customers, distributors, and contractors.
- Their leadership had one fundamental question:
- “What’s in our data - and what should we be doing about it?”
- Understand what customers were asking for
- Detect urgent cases such as product quality risks
- Classify communications into Customer Service categories automatically
- Consolidate insights into a unified view for executive decision-making
- Traditional BI tools and keyword tagging failed due to fragmented formats, inconsistent terminology, and unstructured text.
Solution: Galaxia Hypergraph Intelligence
- Using Galaxia’s hypergraph engine, the company ingested millions of communications directly - no manual labeling, no pre-defined schema.
- Galaxia:
- Parsed and classified all communications autonomously
- Identified entities, topics, and business intents
- Eliminated duplicates and unified terminology across regions/languages
- Structured the insights into a taxonomic knowledge base, enabling drill-down by theme, urgency, or product type
- The outputs were connected to a Superset BI dashboard - turning raw text into real-time analytics.
Bottom-Up Insight Discovery
- Unlike top-down taxonomy design, Galaxia used bottom-up graph construction, letting the data reveal:
- The real topics customers care about
- Pain points related to product quality, delivery, pricing, support
- Which issues were critical vs. routine
- This was not just categorization - it was semantic understanding at scale.
- Unlike top-down taxonomy design, Galaxia used bottom-up graph construction, letting the data reveal:
- Millions of unstructured messages turned into explainable intelligence
- Real-time classification across service categories
- Automated detection of high-priority issues (e.g., product quality incidents)
- Enterprise-wide visibility through BI dashboards
- This deployment validated Galaxia’s ability to operate in a complex, real-world enterprise environment - transforming unstructured chaos into a strategic knowledge asset.
- What began as a question - “What’s inside our data?” - became a breakthrough in operational intelligence. Galaxia turned unstructured communication into a living knowledge graph, enabling faster decision-making, customer insight discovery, and measurable business outcomes.
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