Automating BD’s Complaint Classification Using Machine Learning

Becton Dickinson’s (BD) Medication Management Solutions (MMS) Division needed a way to classify over 500,000 complaints for their product line to meet FDA compliance standards. To solve this problem, Analytica developed a machine learning model using natural language processing which parsed and classified each complaint so that BD could pass its FDA audit.


  • FDA audit yielded 500,000 unclassified product complaints
  • All previous and future complaints must be classified using an automatic solution with 80% accuracy


  • Developed an unsupervised machine learning complaint reclassification model using natural language processing
  • Model is currently matching at a 95% accuracy

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