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Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data

Oliver Muller, Iris Junglas, Stefan Debortoli, Jan vom Brocke


Deriving value from structured data is now commonplace. The value of unstructured textual data, however, remains mostly untapped and often unrecognized. This article describes the text analytics journeys of three organizations in the customer service management area. Based on their experiences, we provide four lessons that can guide other organizations as they embark on their text analytics journeys.

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The mission of MISQE is to encourage practice-based research in information systems and to disseminate the results of that research in a manner that makes its relevance and utility readily apparent.
ISSN 1540-1960