Challenge

To obtain and analyze the opinion of the public, about the quality of the services that banking entities provide in a country or region. Generate reports that identify regions with the higher rate of complaints, as well as the most common complaints.

Solution

Extract information from social networks.
Identify feelings that express and reflect the people’s comments.

Results

• Greater efficiency: shorter timeframes required for gathering appropriate information used to generate reports.
• Greater effectiveness: critical points related to quality of service were identified via properly reviewing comments found in social networks.
• Better results/Cost ratio: scalability of the system at a lower cost.