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-powered text recognition and analysis tools, Josh Swenson, director of the compliance and enterprise complaint management program, said last month at a CBA Live event in Las Vegas. Was […]