USAA combines manual, AI-driven language analysis to review complaints

USAA is using a combination of artificial intelligence-powered natural language processing and manual tagging to manage consumer complaints as more companies employ AI-based chat bots.   USAA automatically and manually categorizes text when using machine learning and AI-driven text recognition and analysis tools, Josh Swenson, director of compliance and enterprise complaint management program, said last month at the CBA Live event in Las […]