Eric Charton

Using Deep Learning with Word Embeddings to improve Customer Satisfaction

Understanding customer satisfaction in retail banking requires exploring and comprehending multiple sources of feedback, such as emails, social networks reviews, web feedback, bot interactions, as well as speech-to-text transcripts collected from call centers. Since such a vast amount of textual data can be difficult to leverage with traditional text mining techniques, deep learning and word embeddings can be used to automatically classify and label feedback, and then deeply analyze and understand their content. In this communication we explain how we leverage all those AI techniques to get an in-depth understanding of the opinions and needs of National Bank’s retail customers. We also show how we improve the performance levels of those AI tools using in-house algorithms and data resources to improve the overall capacity of natural language understanding.

Key Takeaways: • Industrial applications • State of the art classification • Understanding of DL embedding limits

Eric Charton holds a Master in machine learning applied to voice recognition, and a Ph.D. in machine learning applied to Information extraction and natural language generation. He worked as scientist and research project coordinator in academic context in Europe (University of Avignon) and North America (CRIM, École Polytechnique de Montréal) before becoming head of search engine research and development at Yellow Pages Canada. Since March 2018, he is Senior AI Director at National Bank of Canada.

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