Customer: Banking & Wealth Management
Core Competency: Advanced Analytics
Technology: SAS, R, Cloudera CDH, Python
The solution is able to analyze the text of tens of thousands of customer emails and bucket them in appropriate sentiment buckets – Very Angry, Angry and Neutral, in near real time. This would allow the customer representative to service the irate customers faster allowing better service and customer delight. Scan Facebook and Twitter streams to automatically identify customer complaints (as opposed to general remarks or appreciative comments), match it to a specific customer (on the basis of Social media identity, phone number, account number or other details available as part of the message) and automatically generate a complaint directed to the home branch of the customer for the issue to be resolved.