BCS Text Analytics

Large volumes of unstructured data is generated every second through a multitude of platforms including social media, websites, mobile apps, and most importantly, trough the contact centre. Transforming this data is a tedious process, especially without the right tools and platforms in place, becoming an impossible task at scale.

At BCS, our unique approach focuses on your transformational journey towards a data-driven enterprise. We combine science, technology and industry expertise, and blend it together with your business strategy and direction to reveal your untapped business value hidden within your unstructured data.

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Targeted and Personalised Approach

Customer behaviour including buying patterns and call history are used to create simple algorithms that allow the prediction of future intentions allowing for a more personalized experience. This also provides suggestions for the next best action to take to improve loyalty, retention and overall experience during interactions.

Summarization

Produce a concise and fluent summary whilst preserving the integrity and meaning of your information using automation and text analytics.

Faceted Search

Augment traditional search techniques with text analytics solutions, giving you the ability to present the most accurate search results to your customers.

Predictive Modelling and Sentiment Analysis

Meet customer needs by using the tone of written messages or the voice of a customer (ie. Knowing whether the customer is happy or not). Gain the ability to tailor responses and solutions, even before the customer is connected to a customer service representative.

Smart and Advanced Automation

Have a system that learns and processes the most up to date information using data collected through your customer channels to create a knowledge base that delivers accurate responses to your customers. Paired with Robotic Process Automation, call centres can streamline and speed up business processes accurately and automate complex and challenging tasks, such as transcription or sorting images.

Optimisation and Management

As the variety of customer communication channels increase, the volume, variety and velocity of unstructured information that the centre must handle now becomes a big data problem, leading to difficulty in integration, management and leverage. This is where text analytics has enormous potential given that at least 75% of a customer service representative is spent manually looking for the right information. Information is categorised, unified and shared, making it easier to retrieve. It is also an excellent way to manage the organizations’ resources, processes and align people to get answers customers need.

Text Analytics for Executives

Learn how SAS Text Analytics provides a flexible framework that addresses a range of use cases in support of a single initiative, and how machine learning can automatically discover relationships and patterns that exist within text.

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