William Fehlman

William Fehlman, Director of Data Science at USAA, shares his expertise in topic modeling and natural language processing. He explains how USAA leverages these techniques to enhance customer service by analyzing both structured and unstructured data from communication channels. Fehlman delves into methodologies like latent semantic indexing and non-negative matrix factorization, discussing their effectiveness in uncovering customer insights and optimizing operational strategies. Insights on coherence scoring and term frequency provide a deeper understanding of the topic modeling process.