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  • Advanced Analytics Group Case Studies
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Natural Language Processing

Asurion, a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances, needed a cloud-hosted text-to-speech and natural language processing solution. The solution was needed to assist in voice analysis, speech recognition, and sentiment analysis of call center recordings. With a collection of ~23 million hours of recordings, Asurion needed a comprehensive system to process both existing on-premises and real-time streaming data.

Challenges
  • ~23 million hours of recordings
  • Needed to process on-premises and streaming data in real-time
  • Needed to accurately detect voice sentiment
Solution
  • Incorporates Microsoft’s cloud offerings
  • Built on top of Cognitive Services natural language processing (NLP) API’s
  • Provides a comprehensive NLP and text analytics platform
Results
  • Replaced existing on-premises NLP system
  • Meets security and business requirements
  • Demonstrated Microsoft’s capabilities were a better fit than competitor’s cloud offerings

 

Case Studies