Swisscom is turning to analyzing social channels with SAS to boost customer communication and engagement. Using text analytics, the company can now identify and address customer posts, trending topics and interesting discussions on social channels.
Text analytics also quickly addresses customer call center inquiries with the same underlying technology.
Companies operating in Switzerland face a business landscape with four national languages and various dialects. Swisscom’s new solutions from SAS help overcome these obstacles, starting with the German language and Swiss-German dialect.
Swisscom processes approximately 10,000 service requests daily through its call center. With text analytics, keywords and phrases from a customer inquiry are quickly extracted and severity automatically determined. By automating the process, solutions are surfaced quickly, regardless of the caller’s language or dialect.
"The ability of SAS to quickly filter important topics from the mass of digital information convinced us of its value right from the start," said Frank Neidhöfer, head of marketing analytics at Swisscom. “Since Swisscom’s analytical infrastructure was already based on SAS, we were able to quickly build onto it and create a successful outcome with this project.”