Digitization of Hotel Feedback Forms

Challenge:

Hotels faced overwhelming accumulations of hand-filled feedback forms, leading to valuable customer insights being shelved or discarded due to the extensive manual effort required for analysis.

Solution by Mlsolutions:

Objective:

To automate the detection and extraction of heterogeneous checkboxes (e.g., checkbox, radio button, Yes/No, numeric rating) and multilingual handwritten text (English, Urdu) from hotel feedback forms.

Approach:

• Efficient Object Detection: Developed advanced object detection methodologies to accurately identify and extract user ratings from checkboxes, radio buttons, and numeric ratings.
• Custom OCR Models: Engineered lightweight custom OCR (Optical Character Recognition) models tailored for both English and Urdu languages to digitize handwritten comments.
• Integration and Analysis: Combined these technologies to digitize complete feedback forms, storing them in a database for further analysis.

Outcomes:

• Digitization of Feedback: Successfully digitized handwritten feedback forms, transforming them into actionable digital data.
• Analytics Dashboard: Implemented a dashboard for hotel staff to access and analyze customer feedback easily, enabling data-driven decision-making to enhance service quality.
• Insightful Customer Feedback: Enabled hotels to gain meaningful insights from customer feedback through advanced analytics, improving customer service and experience.

Technologies Used:

Custom OCR Models, Object Detection Methodologies, Database Management, Analytics Dashboard Development.

Impact:

This project revolutionized how our client in the hospitality industry leveraged customer feedback. By automating the digitization of hand-filled forms, we not only saved significant time and resources but also unlocked valuable insights that were previously inaccessible. This led to targeted improvements in customer service, ultimately enhancing guest satisfaction and loyalty.