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

Authors

Oliver MullerFollow
Iris JunglasFollow
Stefan DebortoliFollow
Jan vom BrockeFollow

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.Click here for podcast summary (mp3)Click here for free 2-page executive summary (pdf)Click here for free presentation slides (pptx)

Recommended Citation

Muller, Oliver; Junglas, Iris; Debortoli, Stefan; and vom Brocke, Jan (2016) "Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data," MIS Quarterly Executive: Vol. 15: Iss. 4, Article 4.
Available at: https://aisel.aisnet.org/misqe/vol15/iss4/4