NEC provides Sumitomo Mitsui Banking with text analysis system
25 May, 2015
SMBC will use the system to analyze the stream of VoC. It regularly receives VoC via branches and call centers (big data comprising large volumes of text-based documents) then automatically organize this data by grouping content with the same meaning and creating a concise title for each group, which has traditionally been done manually.
Previously, NEC provided SMBC with its Information Governance Enhancement Solution that uses big data analysis technologies to analyze corporate information and to perform management tasks. This has supported the bank\'s efforts to enhance responses to customers and to strengthen its internal management and governance systems for important information.
"Through this system, SMBC can place greater focus on improving customer services and increasing customer satisfaction. This system enables VoC that was formerly classified and organized manually by SMBC to be automatically titled and grouped in terms of content relating to branches, financial products and other criteria. This creates an opportunity to aggregate the grouped information and to monitor changes over time in order to enhance customer services," said Akio Yamada, General Manger of Knowledge Discovery Research Laboratories, NEC Corporation.
Based on the results of this project, NEC aims to expand sales of this system as a VoC Analysis Solution for use throughout a wide variety of industries and applications. For instance, NEC can help accelerate customer response times through the streamlined analysis of large volumes of text data, such as feedback and requests from contact centers, questionnaires and word-of-mouth content posted on SNS sites. NEC will also help to create new services by monitoring changes in VoC.
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