Customer service and intent discovery

Explore customer-support requests with a word cloud

A word cloud from BANKING77 support queries highlights recurring language around cards, transfers, payments and accounts.

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Word cloud of banking support queries with prominent terms including card, account, money and transfer — Click the cloud to view the full image.

The source

13,071 support queries

Training and test queries from the CC BY 4.0 BANKING77 intent-classification benchmark, with blank and duplicate queries removed.

PolyAI: BANKING77 dataset

How we made it

We combined the prepared query text, applied standard English stop words, used frequency scoring, and displayed the 60 most frequent single-word terms.

Sources and preparation notes

Read it carefully

BANKING77 is a curated research benchmark, not a measure of live support-ticket volume or a bank's customer priorities.

What this cloud can show

Card, account, money and transfer dominate the vocabulary, identifying broad areas for further service-content analysis.
Terms including pending, charged, declined and refund suggest where a team could inspect language around payment problems.
A cloud can help a team form hypotheses for help-centre content, routing, or a more detailed coded analysis.

Try this with your own text

1Compare clouds for contact reasons, markets, channels or time periods.
2Use Replace to bring synonymous product names or abbreviations together before comparing groups.
3Use Coding to mark themes in the original text and validate the patterns the cloud suggests.

Start with a question, then read the text.

Use a cloud to find patterns worth investigating, then inspect the underlying comments or papers.

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