1 minute read
By Susanne Pitts
Posted in Customer Engagement
Innovation is a core value at Verint. Underscoring this approach, on April 12, Randy Holl, Chief Technology Officer, Contact Solutions, A Verint Company, will present “Methods and Apparatus for Predictive Modelling and Analysis of Textual Network Interactions” during the Analytics 2016 conference in Orlando, Florida.
Announcing a new element of the Verint Customer Engagement Optimization platform, Holl will describe the analytics methodology used to identify text conversation topics from a large quantity of digital customer service interactions between consumers and contact center agents.
His discussion will spotlight this patent-pending technology and how it can help enterprises improve self-service performance by extracting actionable intelligence from omni-device messaging channels such as Contact Solutions’ My:Time.
Topics in a customer service environment contain many overlapping vocabularies across multiple dialogs, so a simple search on key terms may not be effective. Because the raw text is often filled with abbreviations and misspellings, data processing is needed before performing topical analysis.
This new, patent-pending technology addresses these challenges through an innovative and specialized approach to text analytics, using text mining to offer topical insight into messaging conversations—with the ongoing goal of improving self-service performance. Through Dynamic Topic Models that “learn” over time, the solution can make it possible for enterprises to identify topic trends and changes in relative topic importance as customer engagement evolves.
Development of this technology was also aided by Ian Clark who brings state-of-the-art knowledge of data science techniques from University of Virginia Data Science Institute. The Data Science Institute focuses on solving intractable problems using large scale, complex data analysis.
Analytics 2016 is the annual conference of the Institute for Operations Research and the Management Sciences (INFORMS), the world’s largest society for operations research, management science, and analytics professionals.
Learn more about the conference and other topics being covered.
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