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Enabling customer self-service in financial services

A financial services company needed to make it easier for customers to find self-service resources and FAQs, rather than waiting on hold to speak to a representative. The options in their existing IVR system were too broad to accurately route calls to the correct rep or article. The company needed a solution that would create specific, yet flexible, categories to quickly label the intent of customers calling into their IVR system.

This case study explains how the company implemented Luminoso to automatically detect customer intent, label support tickets appropriately, and help more customers access the information they need.