Cooking an Artificial Intelligence (A.

I) Recipe for Client Delight

There is a huge amount of client satisfaction data is available in major companies. It even spreads across
years. One of the important expectations from any quality analyst is to oversee how the product or
service is realized by the client. And what opinions do they carry about the service provider? In many
organizations, the client satisfaction score is still a surprise result, and then firefighting or appreciation
chain starts. They store the data for overall baselining of how many satisfied clients they have. However,
rarely we apply can we predict what the client will feel and rate our product/service based on existing
data. Hold on, every client is unique and every point of contact of the client can be different; This is an
invalid argument. I too agree with the view, they are unique. However, among the uniqueness also there
can also be a pattern and common likings and appreciations. Let's take few common examples, across
globe people have different behavior, culture, likings, values but still there are books which sell across
world, there are services and Food sold across, there are movies which are making maximum revenue
irrespective of regions. This is possible, as we like few abilities and characteristics across the regions.
Does this mean the globally successful products are successful in every region at the same level and are
they better successful than regional products? The answer is No. The regional variation, culture
variation, likings all still has influence but still there are something common always. This is the reason I
feel A. I recipe is better suited for making the service for client delight.

I believe the one who reads has a basic understanding of the Connectivity between A. I vs Machine
Learning vs Deep Learning. In case if you are not, then go through the youtube video
https://youtu.be/WSbgixdC9g8. When a project starts with a client, by knowing the key drivers, we
should be able to tell if we will achieve client delight or we will fall short of it. This would help us follow
the drivers and take actions that can better off in handling it. As our intention is to know the drivers and
result achievement, going ahead with deep learning is not a choice. Instead, we can apply machine
learning technique like Decision Tree. As said earlier, we believe we have a reasonable amount of data
for us to construct the decision tree. The data shall have relevant characteristics (Drivers) like Sector
(private vs public), Domain (Healthcare, aerospace, etc), Type of service (Application maintenance,
Product development, etc), Region (countries or states), Technology (Digital, cloud, big data,
mainframe, .Net, etc), year of contract (1st year, 2nd year, etc), Type of contract (Fixed price, Time and
Material, etc), Method (Agile, DevOps, Incremental, etc) and many more relevant data. It's always
certain there will be few who will look for a pattern in every organization, however pattern in a
condition of other variables are difficult for simple visual inspection. It needs better application models
like a decision tree to provide insights and give results quickly. To know more on the decision tree,
watch the youtube video https://youtu.be/DCZ3tsQIoGU.

We can use the existing data in the organization for training the decision tree and for this we might split
2 parts for training and 1 part of data for testing. We can use the Scikit learning library with Python for
supervised and unsupervised learning of data. The decision tree was established and visualized with the
decision branches. The nodes from which the branches starts are the drivers which we need to watch
out for and their values which leads to client dissatisfaction shall be controlled or actions to be taken to
balance it out. For example, we might get the result like in 15 percent of client dissatisfaction the key
combination of drivers were, Private Sector > aerospace> product development> Germany> Cloud
Technology> Time & Material > Incremental models. In this when the incremental model changed to
Agile, the value is much lesser. Such insights about client satisfaction are gold for any quality or delivery
person to work towards building a better recipe for developing software with the client. The strength of
these machine learning models is that it can read a volume of data and correct the learning to give
better results. The application of Decision Tree is only an example, like that they are many algorithms
exists which are better or comparative. The reason we are talking about it here is, that we as a quality
analyst shall not just baseline client satisfaction and leave it there. We can predict the behavior and we
can find the influencing characteristics which makes the good recipe for client delight. Let's explore A.I
for application in Quality Engine.