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It is a conventional wisdom that 80% or enterprise information is unstructured data yet most companies do not transform this data into knowledge or include it in their business reports and analyses.


A large Telco company wanted to understand what customers are actually complaining about when they reach out to their call centers, be it via phone calls, emails, chat or the web. A combination of speech-to-text (STT) and Natural Language Processing (NLP) tools and techniques were used to convert and analyze all the data in order to provide the complete picture of what really customers are saying.


The data was then incorporated into the existing operational systems (e.g. the customer support representative application) and executive dashboards, delivering tangible results.


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