Text Mining Customer Contact Channels

Text Mining Customer Contact Channels

by Maartje Luinenburg

Underlined introduces a fully automatic text mining solution for customer contact channels with a lot of textual information.

Textual information is the source of conversation with customers on many customer contact channels. Your employees handle these contacts 1:1. How do you gain insight into what has been discussed with customers? What did your customers think about this, has their question been solved and where are the opportunities to improve for better customer service? To answer these questions, Underlined developed a text mining API solution that provides insight into what is being discussed with customers. Based on the raw data offered, the Underlined solution can convert the conversation into usable data for analyzes and insights.

Which channels are available?

The API service is currently available for the following channels:

  • Chat conversations
  • Email conversations
  • CRM logs with conversation notes.

In addition to conversations, open texts can be offered, of which you would like to extract the essentials to use for your analyzes. Channels we support:

  • Web reviews
  • Social media messages.

Accurate, scalable and flexible

Our approach is accurate, scalable and flexible to meet the needs of our customers. In different industries and for different uses within the CX domain. In recent years, together with leading universities, we have developed extremely strong text mining solutions for various industries and are already applying this to many organizations in the Netherlands. We have appropriate and continuously learning taxonomies with very high reliability. This gives these organizations a better view of what is going on with their customers and therefore which improvements will contribute the most to improve the service. The Underlined Text Mining API service © is a cloud-based service that provides advanced natural language processing for plain text. The API connects to the Underlined Hub For CX Analytics ©, a collection / framework of machine learning and AI algorithms that can be used directly as part of your Customer Experience Management program.

The Underlined Tekst Mining-API service © offers different kinds of insights:

Sentiment scoring Learn how customers feel about your brand or topic by analyzing raw text for signs of positive or negative feelings. The analysis models are pre-trained using an extensive main text and Underlined’s natural language technologies. For selected languages, the API can analyze, review any plain text you specify, and pass the results directly to the calling application.
Topic detection Automatically extract key terms to quickly identify the key points. For example, from the text “the food was delicious and the service fantastic”, the Underlined Text Mining API service © returns the main topics: “food” and “fantastic service”.
Available branches Financial services, both insurers and banking. In addition, publishers, telecom, retail & travel and utility. And many other branches in development. Check for availability!

Would you like to know more? Get in touch with us!

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