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Mattersight Personality Labs | Digging for Contact Center GoldThe advent of the hashtag has put the concept of trending topics on everyone’s radar.  In this report, data scientist Jordana Heller, Ph.D., explores the methodology and latest use cases for uncovering trending topics from unstructured contact center conversations automatically, at scale and in near-real time via machine learning — a process which can give organizations powerful new insight into customer behavior and the often-surprising factors that drive it.

  • The pros and cons of obtaining customer insight via unstructed conversation data versus survey-based feedback
  • How uncovering trends in free-form conversations differs from identifying trends on social media platforms
  • Learnings from enterprises who have successfully adopted trending topics technology

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