DATA MANAGEMENT - FREE TEXT MINING. THE CHALLENGE. How does an organisation develop internal and external strategies to
Data Mining in Large Free Text Document Archieves. Dieter Merkl, A Min Tjoa .... The material contained in this paper is organized as follows. .... Throughout the remainder of the paper we will use the various manual-pages of the NIH.
Data Mining in Large Free Text Document Archieves. Dieter Merkl, A Min Tjoa .... The material contained in this paper is organized as follows. .... Throughout the remainder of the paper we will use the various manual-pages of the NIH.
Data Mining in Large Free Text Document Archieves. Dieter Merkl, A Min Tjoa. Department of Software Technology. Vienna University of Technology.
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text data. The need for e ective approaches is dramatically increased nowadays due to ... organizing maps to represent the contents of a text archive in order to.
Sep 4, 2013 - Current microarray data mining methods such as clustering, classification, and association analysis heavily rely on statistical and machine ...
Association rule mining [1] finds interesting association or correlation relationships among a large set of data items [4]. The discovery of these relationships ...
that of dimensionality reduction [53] in which the documents are trans- ...... On Feature Dis- tributional Clustering fo
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audit and development also referred to as accountability and improvement ... Such data can be used for analysis that involves document .... categories affecting the teaching process (analyzed through the wordstat text mining software) and the ...
management, data mining, and text mining techniques and their use in ... learning and data analysis including: probabilistic and statistical models, symbolic ...
how data mining is applied for project management data and to provide practical ... Even more critically, 17% of large IT projects fail in such a big scale that they ...
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language document. This paper examines the use of text summarization within data mining, identifying the potential summarizers have for uncovering inter-.
exemplify advances in text and data mining methods that have a demonstrated impact on a wide range of applications. Work presented in this session includes ...
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half of all publications and patents in the text and data mining field. 1 ..... âThe benefits of big data analytics extend well beyond the uses by businesses.
Friedricdh Schiller University Jena ... University of Maryland, Baltimore County .... In 2006, a paper in the International Journal of Information Technology ...
sentences and paragraphs and other units of ordinary language exposition. ... that contain the most comprehensive and authoritative data and present the ... bondsâ¦â ââ¦three major 20S proteasome activities (chymotrypsin- like, trypsin-like, an
A company desires to know the customer opinion in order to adapt and im- prove the quality of its product. In the politic domain, a party is interested in predicting ...
Download PDF ... It integrates text mining and social network analysis in order to identify new ... Breast cancer Data mining Text mining Network analysis ...
In this paper we present case studies in conducting integrated data and text mining activities ... for the dynamic analysis and interpretation of bioinformatics data.
ACC's business service centre logged all customer-related interactions in a system ... amount of information the system
DATA MANAGEMENT - FREE TEXT MINING THE CHALLENGE How does an organisation develop internal and external strategies to improve business performance and increase overall customer satisfaction - especially when it is difficult to measure the underlying issues facing different customer groups in the first place?
ACC’s business service centre logged all customer-related interactions in a system including; inbound, outbound, and internal communications. While comprehensive in the amount of information the system holds, it was essentially a free text record of all activity within the business service centre. Although notes were time stamped and linked to an account number, there was no other classification system for storing basic interaction activity such as whether a call is inbound, outbound or internal.
As part of ACC’s overall strategy of improving customer satisfaction, Datamine was asked to assist in managing the wealth of information available. The main purpose of the project was to identify and understand groups of customers and the issues they face when dealing with the company via the business service centre.
Inbound calls
Internal communications
Outbound calls
Talisman free system text system free text
Customer group profiles
Purpose of call
Improved customer interactions
THE SOLUTION The specific objectives of the project were to determine: •
The purpose of a call to the service centre in relation to an invoice e.g., required more information, clarification, reaction to an invoice itself, or a debt related query
•
Understanding the profiles of different customer groups based on their amount and type of interactions with the business service centre
The objectives of this project were realised by incorporating and time-aligning call centre note data alongside other data sources such as existing customer information and invoicing data.
Analysing the approximately 500,000 free text notes was only made possible by building an extensive data dictionary of words, as well as determining as many traditional and non-traditional abbreviations and permutations of those words as possible. From there the words within notes were looked at in context to each other, enabling Datamine to accurately assign over 90% of the notes to various classification levels such as call type (inbound, outbound, or internal), and even down to the exact reason for the note itself e.g., a debt related query.
THE RESULTS ACC was provided with a comprehensive look at the profiles of various groups of customers, and the reasons for their interaction with the ‘business service centre’ at different levels. The analysis enabled the company to identify and change processes to better meet the needs of their customers - thereby increasing their level of satisfaction. These included simplifying collateral and creating new communications to meet specific needs.
