a presentation by w h inmon analyzing call center text
TRANSCRIPT
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A presentation byW H Inmon
ANALYZING CALL CENTER TEXT
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Lots of companies have call centers
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But do you know what is being said?Can you examine 100% of your call center conversations?What is going on in your call centers?What is on our customers mind?
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When you ask a company about their call center, what do they tell you?
- how many calls a day they get - how long their calls are
And that is all they know.
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Descriptive conversation
text
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Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
With Textual ETL and visualization now you can easily and quickly capture and analyze ALL your call center conversations
Now you can know what your customers are actually saying
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Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
And once you have created a relational database with Textual ETL, you can do your analysiswith visualization
visualization
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A dashboard showing what is going on in the call center
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Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
Once you have created your data base, you cananalyze it in any way you want
StatisticalAnalysis
visualization
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Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
Building the relational data base -
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Language is complex
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So what do you need to do to text to turn it into a formthat can be analyzed?
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Proximity analysis
inline contextualization
Taxonomy/ontology resolution
Custom variable formatting
date standardization
Not surprisingly, there are many facets to executingTextual disambiguation
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…the Dallas cowboys always play on Thanksgiving…..
…the Dallas cowboys always play on Thanksgiving…..
Proximity analysis
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…she drove her Honda past the telephone booth…..
…he walked past the red Volkswagen in a hurry…..
…the yellow Porsche ran well ahead of the traffic……
Car Honda Ford Volkswagen Porsche Toyota
taxonomy
…she drove her Honda/car past the telephone booth…..
…he walked past the red Volkswagen/car in a hurry…..
…the yellow Porsche/car ran well ahead of the traffic……
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Whereas, John Quincy as tenant in common has purchased…..
Whereas, John Quincy as tenant in common has purchased…..
owner
Beginning delimiter Ending delimiter
Inline contextualization
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…remove OL-995-AT from the exhaust manifold…
…remove OL-995-at from the exhaust manifold…
CC-999-cc
Custom variable formatting
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…on July 20, 1945 singer Kim Karnes came into this earth…..
…on July 20, 1945 singer Kim Karnes came into this earth…..
Date:19450720
Date standardization
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A standardrelationaltable
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Doc name bytevalue context
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Content of text is the easy part
Context of text is the hard part
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And where is text found?
EVERYWHERE!!!
Medical recordsCall centerEmailContracts
WarrantyInsurance claimsHuman resourcesLetters
And many, many more places
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+ TextualETL + visualization = Business Value
For more information about Textual disambiguation, see –
www.forestrimtech.com
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Now you can unlock thetext that is found in yourcorporation