Topic Modeling for Customers’ Complaints in Finance

by Hyorim (Grace) Lee  To prevent customer service departments from committing violations against Unfair, Deceptive, Abusive Acts or Practices (UDAAP), companies need to monitor conversations between call center employees and customers. If the employees provide customers with false information or unethical treatment, it can cause the company tremendous financial loss. It also causes mental stressContinue reading “Topic Modeling for Customers’ Complaints in Finance”

Bring Your Own (Model): Open Adaptability Utilizing spaCy

April is a month that epitomizes Spring; all over there is new growth, change, and new opportunities.  One benefit of having a leadership role in the company, is that I get to name the theme of our releases.  Earlier this year we (I) decided that 2021 would adopt the use of great sporting fish; specificallyContinue reading “Bring Your Own (Model): Open Adaptability Utilizing spaCy”

Data Science at a Glance

Introduction The year 2020 has been both strenuous and transformative for society. From Air travel restrictions, to state-wide lockdowns, industries have adapted to survive new terrain. The unknown landscape has produced a 25% increase in in-home data usage from March 2019 to March 2020 (J.Clement, 2020). As a result of the substantial growth in dataContinue reading “Data Science at a Glance”

The Theory of General Relevancy

Synopsis Proposed Strategies Further Reading I. Synopsis Corporations across all vertical markets are re-architecting their search offerings to leverage Fusion “AI” capabilities. Initially, searches are most commonly performed using the default request handler, or possibly the edismax or Extended Dismax Parser. While generally effective out-of-the-box, this often does not provide the degree of relevancy ultimatelyContinue reading “The Theory of General Relevancy”

Speechsquared has arrived: Once unimaginable has now taken form in Speechsquared

Technology and computer intelligence are becoming increasingly more powerful and capable machines thus, many ideas that once seemed unimaginable just a few years ago are occurring now. Computer software’s coded with intricate algorithms are able to complete cognitive functions accurately, quantitatively, meticulously, and quickly. Soho2 is pioneering artificial intelligent transcription software entitled Speech2​. Our productContinue reading “Speechsquared has arrived: Once unimaginable has now taken form in Speechsquared”

Remote Working: Shockingly Productive and Happy

When Covid-19 first hit the world, it forced offices in nearly every country to close and workers to work from home. Many senior executives were vocally terrified, fearing the transition would result in reduced productivity thus, further reduced profits. However, video meetings, collaborative documents, collaborative PowerPoint’s, screen sharing, webinars, all became the norm. Millennial’s leadContinue reading “Remote Working: Shockingly Productive and Happy”

“This call may be recorded for training purposes.”

“This call may be recorded for training purposes.” Thousands of recorded calls can help a business deliver better customer service, but who has the time to listen to all those calls?  In customer service, sentiment analysis delivers meaningful hidden emotions that identify how customers feel about your product, service or brand, and the overall toneContinue reading ““This call may be recorded for training purposes.””

Echo’s From a Prior Crisis

As we transition to our new website, we are looking forward to sharing more information around our work, and our continued growth in both our consulting and advisory business along with our solution development in speech analytics.  I would be remiss however if I did not first welcome Thorn Phipps to Soho2 as our Chief RevenueContinue reading “Echo’s From a Prior Crisis”