Text Analytics as used in Contact Centers
Evolution of Unstructured Data in Contact Centers Having spent more than 15 years in contact centers that been the focal point of customer interactions of all kind – signing up for a credit card, subscribing for an energy connection to getting your computer issues solved through phone or an online channel to requesting for cancellation from different subscription businesses – one thing I see common amongst the half a dozen organizations that I have worked for. All of them handle in excess of 10 million transactions per month and there is a huge opportunity to understand customer behavior during different stages of the product lifecycle. All these organizations handle structured data around these interactions extremely well. There are many meaningful reports that are churned out of this data from different systems –Switch, Ticketing System, Surveys, Order Management System etc..