O'Reilly logo

Text Mining and Analysis by Satish Garla, Murali Pagolu, Dr. Goutam Chakraborty

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Case Study 8 Unleashing the Power of Unified Text Analytics to Categorize Call Center Data

Arila BarnesSaratendu SethiJared Peterson

Introduction

Data Description

Examining Topics

Merging or Splitting Topics

Categorizing Content

Concept Map Visualization

Using PROC DS2 for DEPLOYMENT

Integrating with SAS® Visual Analytics

Summary

Introduction

HP reports more than 2.5 billion customer transactions per year, and health insurer Humana’s provider call center handles more than 1 million calls per month. The sheer volume of data makes it cost-prohibitive to rely on humans alone to analyze the information in the call center agents’ notes. Companies large and small are eager to find common customer issues early while keeping costs down. SAS® Text Analytics ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required