Utilizing tools & techniques to inform complex decisions and automate challenging operations

Utilizing tools & techniques to inform complex decisions and automate challenging operations

Data science and machine learning use statistical and state of the art techniques to achieve results your organization needs to gain a competitive advantage. NorthStar will help you generate understanding and insights from processes and data to inform decisions, prescribe actions, and achieve measurable results.

Data Science, Machine Learning, & Artificial Intelligence

Optimize decision making, automate processes, and achieve results 

Ready to engage our data & analytics services for your organization?  

Let's Work Together

Data Science, Machine Learning, and Artificial Intelligence stand on top of a suitable data platform and great analysis. 

We consider the opportunities and how best to harness predictive, and prescriptive, modeling techniques to predict pertinent conditions and to prescribe winning recipes for your organization's success.

Modeling can deliver huge value whether this be identifying patterns and extracting information such as distinct groupings / relationships / cohorts, predicting some outcome based on the data, or delivering optimal decision or control instructions.

Machines delivering artificial intelligence via these techniques can improve your performance through intelligent automation and providing predictive and prescriptive power.

Let us help your team execute optimally while being able to focus on what's most important!

Results of our work

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    • Data & Analytics
    • Enterprise Information Management
    • Execution & Delivery

    Fortune 50 Telecommunications Company

    Generating reports from near real-time Contact Center call data

    Our history with the client

    We have been working with our Fortune 50 Telecommunications client since 2004 in many aspects of their business.  Recently their customer call data became available as near real-time, so they asked us to create reports from this data.

    Our client's goal was to capture and report on the call data as early as possible so that this important information would be shared with other groups as well as give them the ability to ingest the data into other systems.  The call data is important because it is a record of a telephone exchange or telecommunications transaction.  Near real-time availability of this data is critical to companies so they can act quickly and decisively.

    How we continue to make positive impacts

    With this change in reporting functionality, our client is now able to view call data much earlier and other users are able to grab the data earlier. It also allowed the client to get overnight calls that were on occasion missed due to timing. Overall, it sped up the reporting process and improved accuracy of the data.

    Our NorthStar expert adjusted the current process which pulled data once a day for the previous day to a new process which ran hourly to grab the previous 6 hours of calls or any call that had been modified in the last 6 hours.

    • Data & Analytics
    • Enterprise Information Management
    • Execution & Delivery

    Fortune 50 Telecommunications Company

    Data ingestion, ETL, and analytics for Customer Engagement Platform migration

    Summary of the request

    Our client was migrating to a new Customer Chat Platform (Nuance) and needed to retain the same level of reporting capability as their old Platform (eGain).

    Our client's challenges

    The client was inexperienced with extracting data from the product’s various APIs and needed assistance understanding and integrating data with various contact streams.  Contact analysis and transcript level detail had to be reproduced following existing guidelines.

    Our approach

    1. Phase 1, Discovery: NorthStar's data team worked with the business to define and build requirements. 
    2. Phase 2, Assessment: NorthStar's experts utilized the vendor documentation to determine the appropriate Nuance APIs needed and develop an ETL process.  
    3. Phase 3, Implementation: Data had to be normalized to fit into an existing structure based on the previous platform development.

    The results

    The results were a quick turnaround and seamless transition from the old chat platform to new providing downstream users with an uninterrupted flow of data.  Providing analysis such as Customer Sentiment and Customer Resolution Rate allowed the client to compare the new platform performance versus their established trends to identify and resolve issues early on in the rollout. 

    • Data & Analytics
    • Enterprise Information Management
    • Execution & Delivery

    Fortune 50 Telecommunications Company

    Providing big data and data science talent to detect and address anomalies

    Unusual network activity was a challenge for our client

    NorthStar provided our client with big data and analytics talent for their network content delivery team. Our client was experiencing unusual network events that drastically degraded service for their customers.  The objective was to detect these, and other, issues from the data to help catch and address issues. In a big data environment with millions of events occurring per second, analysts and teams can quickly become inundated and be unable to find what is needed in the middle of all of the chaos.  Also, the client neither had a solid definition of what was customer-impacting nor how to identify their occurrence. 

    Identifying the culprits

    Our data scientists quickly surveyed the team and identified a new dataset that wasn't well understood or used, and identified ways to analyze network events and developed anomaly-detection algorithms that would indicate when something abnormal occurred.  They also identified ways to connect a separate dataset to know what anomalous events were customer impacting, and then predicted customer impacting events using machine learning.

    Results

    Our project reached several quantifiable goals using an analytical approach.

    1. With the analytical approach we were able to identify anomalous events without a pre-defined event signature.  This was done in a modular way that allowed various types of events to be detected again without knowing the details of what a future event would look like.
    2. By identifying events impacting the client's ability to deliver their desired quality of service to their customers, these anomaly detection and prediction algorithms give insight to the client when issues begin to happen and often in advance of their occurrence so they can address them proactively rather than waiting to either receive reports of the issue from their customers because client personnel was not able to observe the issue amidst the overwhelming amount of data and activity of normal operations.
    • Data & Analytics
    • Execution & Delivery
    • Program & Project Management
    • Talent Management

    Worldwide Hospitality Corporation

    Consulting for enterprise PMO for data & analytics and data science departments

    Program & project management for data & analytics

    Our client was looking to NorthStar to provide a number of services; one of which was to provide program and project management for strategic projects within the PMO.  As data & analytics was a new department with in-flight strategic projects, NorthStar was required to balance the development and delivery of active projects with the establishment of functional organizational and engagement models. 

    Assessment & prioritization

    NorthStar assessed in-progress projects and then prioritized building frameworks and processes to match that work so that anything new was immediately relevant and actionable.  Any document or process created and implemented by NorthStar was usable and related to an in-flight project.  For example, NorthStar noticed the Data Science team had in-flight projects but was not integrated into the strategic projects effort.  A NorthStar senior project manager worked with the Data Science VP to plan for the adoption of the project management’s organizational and engagement models.  

    Roadmaps & timelines

    After a thorough analysis, NorthStar created a functional Data Science roadmap built out 24 months by month and quarter with resource assignments and gaps identified, as well as organized the team’s existing work portfolio of forecasts and models and created program governance and engagement processes.  Data science projects were not delayed during this time, and subsequently, the team was able to function more efficiently.  To further integrate data science into data & analytics, NorthStar created and defined an AI Council which helped data scientists better understand business questions and gave business teams a greater appreciation of what Data Science could do.  The AI Council provided a means for the hospitality company to turn data insights into actionable results. 

    Meeting success criteria

    The success of the AI Council came out of the intersection of program management and data science. Through our client’s data & analytics PMO, NorthStar delivered 10+ strategic projects covering many functional areas – sales, marketing, Cloud, IT, DevOps, HR.  Additionally, the data science team delivered 6 projects in 1Q2020. NorthStar focused on how the program and project management strategy could provide a benefit to the teams rather than being simply a reporting and statusing team.  Another benefit was more alignment within departments in the Data & Analytics team and the larger organization.

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NorthStar Solutions Group is pleased to operate as a virtual company, enabling our team of professionals to help you wherever you are. We are dedicated to supporting your needs and to delivering on your goals.