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Using Text Mining to Enhance Enterprise-Wide Business Decisions

Using Text Mining to Enhance Enterprise-Wide Business Decisions Online seminar presented by: David Purcell & Doug Bryan June 19, 2002 Business Intelligence… Get the Right Information To the Right Person At the Right Time To Make the Right … Business Decisions Today’s Agenda

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Using Text Mining to Enhance Enterprise-Wide Business Decisions

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  1. Using Text Mining to Enhance Enterprise-Wide Business Decisions Online seminar presented by: David Purcell & Doug Bryan June 19, 2002

  2. Business Intelligence… • Get the Right Information • To the Right Person • At the Right Time • To Make the Right …Business Decisions

  3. Today’s Agenda • What is Text Mining? • Structured Text – vs. – Unstructured Text • Linguistics and how it is used in Text Mining • Applications of Text Mining • How Text Mining is used through an email application to streamline a business process • How Text Mining can be used to discover patterns and relationships in text to streamline a manufacturing business process

  4. Text Mining… …extracting business intelligence from unstructured text using linguistics and statistics enabling users to quickly identify key concepts, and the relationships between them, within thousands of documents

  5. Text Mining & Linguistics The capability to understand human language is provided to computers through the power of linguistics - *Natural Language Processing NLP* Concepts Text .doc.pdf .pst .msg web

  6. Linguistic Example Insect

  7. Linguistic Example software Insect automotive medicine,molecular biology

  8. Today's Agenda • What is Text Mining ? • Structured Text – vs. – Unstructured Text • Linguistics and how it is used in Text Mining • Applications of Text Mining • How Text Mining is used through an email application to streamline a business process • How Text Mining can be used as an added benefit to traditional data mining to make better business decisions

  9. Applications of Text Mining • Understanding customers better • Competitive Intelligence • Automated document management • Customer complaint analysis • Cross-sell/Up-sell • Survey analysis • Enhanceddata mining • Quality control • Customer support • Government intelligence • Research • Product development • Fraud analysis • Public opinion • Disease management • Claims analysis • Customer satisfaction • Sales feedback analysis • Email analysis for CRM • Business performance monitoring

  10. surveys demo- graphics Information pipelines Transactions sales

  11. call center surveys demo- graphics email Information pipelines Transactions sales

  12. Text Mining Email Example Inbound Email Outbound Email

  13. Taxonomy

  14. Taxonomy

  15. Text Mining

  16. Text Mining

  17. Text Mining

  18. Text Mining Email Response

  19. Today's Agenda • What is Text Mining ? • Structured Text – vs. – Unstructured Text • Linguistics and how it is used in Text Mining • Applications of Text Mining • How Text Mining is used through an email application to streamline a business process • How Text Mining can be used to discover patterns and relationships in text to streamline a manufacturing business process

  20. WA Warranty reports First name Last name Street Product City BMX 330 BMX 550 RBX 12 Sirax 220 Street E3 State Zip RBX 12 Replace  Repair Problem description:

  21. Mining “problem description” fields FX frame chromoly butting RBX 12 Mountain Bike head tube spokes Fimano 33G derailleur

  22. Mining “problem description” fields FX frame 33 74 chromoly butting RBX 12 Mountain Bike head tube spokes Fimano 33G derailleur

  23. Cost of a defect over time cost time

  24. Cost of a defect over time cost time

  25. Applications of Text Mining • Understanding customers better • Competitive Intelligence • Automated document management • Customer complaint analysis • Cross-sell/Up-sell • Survey analysis • Enhanceddata mining • Quality control • Customer support • Government intelligence • Research • Product development • Fraud analysis • Public opinion • Disease management • Claims analysis • Customer satisfaction • Sales feedback analysis • Email analysis for CRM • Business performance monitoring

  26. Business Intelligence… • Get the Right Information • To the Right Person • At the Right Time • To Make the Right …Business Decisions

  27. Conclusion and Q&A Contact us or one of our other text mining experts by calling 800-543-5815. David Purcell dpurcell@spss.com Doug Bryan dbryan@spss.com

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