UNIONBANK of the Philippines, Inc. is now using a tool that leverages data science and artificial intelligence (AI) to improve customer experience and product creation.
UNIONBANK of the Philippines, Inc. is now using a tool that leverages data science and artiThe Net Promoter Score Free-text Analysis Tool can automate the identication of user needs and gains through direct feedback analysis, the bank said in a statement on Tuesday.
The bank said after using the tool for eight months, it was able to streamline the analysis of more than 10,000 monthly survey responses and over 35,000 inquiries and complaints from customers. “The tool, which leverages NLP , customer data analytics, and clustering techniques, identifies the top issues raised by multiple customer segments in just three to five minutes, saving around one to two weeks and signicant man-hours of manually screening and processing texts,” UnionBank AI and Innovation Center of Excellence Data Scientist Gabriel Isaac L. Ramolete said.
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