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Thursday, October 17, 2013

2:45 p.m. - 3:30 p.m.
Track: Credit & Risk Management View Track

BIG DATA, VOICE ANALYTICS, AND UNSTRUCTURED DATA HELPS THE TACKLE THE COMPLIANCE CONUNDRUM

Omer Sohail, Principal, DELOITTE CONSULTING, LLP
Lloyd M. Wirshba, Chief Commercial Officer, CONVERGYS CORPORATION

Big data technologies can integrate and analyze call center data streams to improve compliance and customer experience processes. Voice analytics technology can detect emotions, keywords, topics, and trends for use within business analytics. Combining all this the information, in near real time, with structured customer demographics and product data can help:
• Ensure product marketing and disclosures comply with CFPB requirements
• Categorize consumer complaints consistently
• Identify emerging issues to proactively respond to product/campaign issues
• Predict repeat callers and complaint escalation

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