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

Research output: Journal Article or Conference Article in Journal › Journal article › Research › 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.

Original language	English
Journal	M I S Quarterly Executive
Volume	15
Issue number	4
ISSN	1540-1960
Publication status	Published - 31 Dec 2016

Keywords

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

Access to Document

727-1621-2-PBFinal published version, 1.64 MB

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

Cite this

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title = "Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data",

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.",

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AU - Müller, Oliver

AU - Junglas, Iris

AU - Debortoli, Stefan

AU - vom Brocke, Jan

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Y1 - 2016/12/31

N2 - 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.

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.

KW - text analytics

KW - customer service management

KW - unstructured data

KW - data value extraction

KW - lessons learned

KW - text analytics

KW - customer service management

KW - unstructured data

KW - data value extraction

KW - lessons learned

M3 - Journal article

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VL - 15

JO - M I S Quarterly Executive

JF - M I S Quarterly Executive

IS - 4

ER -

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

Abstract

Keywords

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