Tuesday, 21 July 2015

Is “Big Text” next big thing? Text analytics can reveal even more about customers

From Banking Exchange -

“Move over, Big Data. Here comes Big Text. Or, as it’s more commonly known, “text analytics.” Or, sometimes, “text mining.”

Essentially, it’s the analysis of all the unstructured data a bank absorbs through email; social media posts; call center notes and transcripts; surveys and feedback forms—any information provided by or about customers not structured in some type of database.

More specifically, it could be a snarky comment on Facebook; the jottings of a call center representative; scribbled notes at the end of a survey; or a mobile text from a grateful customer to a helpful teller.”

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