Nationwide, SAS analysis is used to improve interaction with customers

            Nationwide building society Nationwide has commissioned SAS to use the AI ​​for more efficient and effective customer interaction.
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A proof-of-concept with AI and Natural Language Processing (NLP) found that more than half of all e-mail requests could be resolved by directing members towards digital channels.<p>In the PoC, analysts identified the root cause of each email query, whether the query was resolved and how many emails were exchanged. SAS&#39;s Sentiment Analysis helped Nationwide identify the member&#39;s mood. Not surprisingly, the analysts noted, for example, that the mood of people with the number of e-mails worsened.

It turned out that more than half of the emails could have been completely avoided. About 10% of members who sent a secure email indicated that their transaction was not being transacted on another channel for the first time. Another 19% were not resolved the first time a secure email was sent. Another 26% of inquiries concerned transactions that could be moved into a digital online process.

Nationwide is now using the information to make changes to its website designed to prevent customers from contacting requests.

Graeme Reed, Senior Manager of Analytics, Nationwide, says, "With SAS Text Analytics, we've created several concrete ways to improve our service, for example, many members come to us to prove the travel insurance they have purchased with the FlexPlus checking account If we find them easier, more people will access self-service.

"We also found that members often ask for paper because our online information did not contain enough personal information to serve as proof of address, and we can delete these requests by adjusting the instruction format Connecting Since this can not be completed online, we can consider developing a digital capability that meets their needs. "

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