Bloomington, IN — October 18, 2013. Tim Keough, Vice President with Quality Management of Pershing, a BNY Mellon Company presents a text analytics case study: Monitoring Quality Through the Non-Traditional Use of Text Analytics at The Market Research Event (TMRE) 2013 in Nashville, TN on October 21.
Pershing’s Service Performance Monitoring solution performs text mining on communications between the bank’s agents and customers and automatically generates associate scorecards for each agent. The solution is based on Megaputer’s PolyAnalyst text mining platform.
- Find out how Pershing is using text analytics in an innovative, non-traditional approach to create a Scorecard System to monitor and improve online communications with their customers.
- Learn how case management tools can alert product management of customer dissatisfaction, expedite potential product changes, and better understand the overall customer experience.