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While the Call Journey Wordbench and Data Bridge services can be used to track and analyze topics you specify, the Voice of the Customer: Topic Analysis app seeks to under cover uncover topics of which you may not be aware. In other words, it seeks to answer the question, “Tell me what I don’t know.” It does this using Natural Language Processing (NLP) techniques and Latent Dirichlet Allocation (LDA) models to analyze the words and phrases spoken by customers across many calls and then groups similar phrases into separate topics.
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