Technology Industry
Industry: Email Alert RSS FeedTools capture unstructured service data.(Text Mining)
MSI, October, 2004
For most manufacturers, closing the loop on product quality for items that have left the plant is labor-intensive. To analyze even a representative sampling of customer comments--in the form of phone conversations, letters, or e-mails--employees usually must read and tally the data to get an idea of whether the available products are making customers happy.
Edmunds.com, the Web site of the popular automotive buying guide, is "structuring" this kind of data using a tool from Attensity, such that it can be analyzed more thoroughly by business intelligence (BI) tools. "We're taking data that our online forum moderators gather and we're feeding it back to our automotive industry customers," says Kerry Kim, manager of syndicated applications for Edmunds.com....
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