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Casestudy details

A bank wanted to improve its customer experience

Problem Statement

A leading regional bank in the Midwest US sought to enhance customer experience by fostering better connections and gaining deeper insights.

Solution

  • Implemented social media feed integration for the bank.
  • Developed a pipeline for the service center and dialer database.
  • Utilized NLP operations on social media and service center data.
  • Identified and extracted key discussion topics and issues/concerns.
  • Delivered insights including word clouds, topics, polarity, and sentiment related to product categories.

Benefits

  • CSAT score improved by 12%

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