Natural Language Processing
A leading retail bank wanted to improve its customer engagement. To achieve this it needed to know its customer’s demographic profile and understand how it affects the way they interact with the bank.
There were 50 million customer complaints collected from its Scottish customer base.
Arion integrated data from various sources, including: mobile, web, chatbot, system logs, and emails. The purpose was to identify the cause of complaints, recurrent issues, and sentiment analysis of the different user groups. It enabled senior managers to make appropriate and specific changes to the customer experience that benefited their entire customer demographic.