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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
Using Text Mining to Enhance Enterprise-Wide Business Decisions

Online seminar presented by:

David Purcell & Doug Bryan

June 19, 2002

business intelligence
Business Intelligence…
  • Get the Right Information
  • To the Right Person
  • At the Right Time
  • To Make the Right

…Business Decisions

today s agenda
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
slide4

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

slide5

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

linguistic example8
Linguistic Example

software

Insect

automotive

medicine,molecular biology

today s agenda9
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
applications of text mining
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
information pipelines

surveys

demo-

graphics

Information pipelines

Transactions

sales

information pipelines12

call center

surveys

demo-

graphics

email

Information pipelines

Transactions

sales

text mining email example
Text Mining Email Example

Inbound Email

Outbound Email

slide19

Text

Mining

slide20

Text

Mining

slide21

Text

Mining

slide22

Text

Mining

Email Response

today s agenda23
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
warranty reports

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:

mining problem description fields
Mining “problem description” fields

FX frame

chromoly butting

RBX 12 Mountain Bike

head tube

spokes

Fimano 33G derailleur

mining problem description fields27
Mining “problem description” fields

FX frame

33

74

chromoly butting

RBX 12 Mountain Bike

head tube

spokes

Fimano 33G derailleur

applications of text mining30
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
business intelligence31
Business Intelligence…
  • Get the Right Information
  • To the Right Person
  • At the Right Time
  • To Make the Right

…Business Decisions

conclusion and q a
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