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Improve classification accuracy for customer contact transcriptions

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The correct classification of customer service calls/chat transcription is crucial to identify bottlenecks in customer facing business processes and in improving customers satisfaction. In this talk we discuss the technical and even harder business challenges we had to overcome at KPN in applying multiple Text Analytics techniques in order to achieve a workable classification accuracy.

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Talk slides: https://www.slideshare.net/MariaVechtomova/improving-classification-accuracy-for-customer-contact-transcriptions

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