How NLP Is Helping a European Financial Institution Enhance Customer Experience

A great customer experience can differentiate your company in highly competitive markets, as customers become more knowledgeable and demanding. Service agents that provide the correct responses quickly and efficiently both enhance customer experience and also reduce the time the agent spends on the line – lowering operational costs.

In this session we will present how a leading IT Service Provider for financial institutions is leveraging NLP to match cases on their CRM system to live service calls via case and subject. The system responds with sub-second latency displaying the top responses for the agent to refer to. The solution runs on an in-memory distributed real-time analytics platform which is able to create continuous learning models based on each transaction, ensuring the most updated models for smarter and faster insights.