Topic Modeling for Customer Insights at USAA with William Fehlman - TWIML Talk #276
The TWIML AI Podcast (formerly This Week in Machine Learning & Artificial Intelligence)
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Enhancing Customer Service with Topic Modeling
This chapter explores the use of topic modeling in contact centers to improve customer service by analyzing structured and unstructured data from various communication channels. It highlights the methodologies employed, particularly non-negative matrix factorization, to uncover insights and proactively address customer concerns during peak times.
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