Improve the customer journey with Intent Recognition and Conversational Analytics

By Peter Brouwers on 23-05-2019
Category: Data Science & AI, Podcast, Development Tags: DataScience Machine Learning Natural language processing Customer Support Predictive Models Comprehender

In this episode, we talk with Daniel and Emiel, software engineer and product owner in the customer support domain. In this domain, the focus is to help our customers in the best way possible. But what if we can prevent the customer to feel the need to contact bol.com in the first place, they asked themselves. They realized this can be possible using the analyses of the various customer interactions we have via the Chatbot “Billie”, live chat, phone and email. For these analyses, they introduced techniques from the Data…

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