Topic Modeling for Customer Insight at USAA with Bill Fehlman

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About this Episode

Today we're joined by William Fehlman, director of data science at USAA.

We caught up with William a while back to discuss his work on topic modeling, which USAA uses in various scenarios, including chat channels with members via mobile and desktop interfaces. In our conversation, we discuss how he generates the datasets that are used for the various chat channels, and the various methodologies of topic modeling that have been explored for these use cases, including latent semantic indexing, latent Dirichlet allocation, and non-negative matrix factorization. We also explore how terms are represented via a document-term matrix, and how they are scored using coherence.

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