Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data

Oliver Müller; Iris Junglas; Stefan Debortoli; Jan vom Brocke

Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data

Oliver Müller, Iris Junglas, Stefan Debortoli, Jan vom Brocke

Business IT

Publikation: Artikel i tidsskrift og konference artikel i tidsskrift › Tidsskriftartikel › Forskning › peer review

Abstract

Deriving value from structured data is now commonplace. The value of unstructured textual data, however, remains mostly untapped and often unrecognized. This article describes the text analytics journeys of three organizations in the customer service management area. Based on their experiences, we provide four lessons that can guide other organizations as they embark on their text analytics journeys.

Originalsprog	Engelsk
Tidsskrift	M I S Quarterly Executive
Vol/bind	15
Udgave nummer	4
ISSN	1540-1960
Status	Udgivet - 31 dec. 2016

Emneord

text analytics
customer service management
unstructured data
data value extraction
lessons learned

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727-1621-2-PBForlagets udgivne version, 1,64 MB

http://misqe.org/ojs2/index.php/misqe/article/viewFile/727/439

Citationsformater

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AB - Deriving value from structured data is now commonplace. The value of unstructured textual data, however, remains mostly untapped and often unrecognized. This article describes the text analytics journeys of three organizations in the customer service management area. Based on their experiences, we provide four lessons that can guide other organizations as they embark on their text analytics journeys.

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KW - data value extraction

KW - lessons learned

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KW - customer service management

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KW - data value extraction

KW - lessons learned

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Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data

Abstract

Emneord

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Citationsformater