March 27, 2012

Big Data use case in Channel sentiment mining

Text mining consumer sentiments -A large volume of unstructured consumer comments are stored in call center transcripts and opinion platforms. In one instance there were inbound call center conversations transcripts which contained a lot of patterns regarding customer experience of a credit card products - credit limit themes, customer experience themes . While mining outbound call center transcripts we found themes related to collections, payment behavior etc. These are huge terabytes/petabytes of consumer sentiments data pools completely untapped. An unstructured text mining process can ingest this data and make sense of key themes underlying the consumers sentiment. More @

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