The evolution of Natural Language Processing into a powerful enterprise capability has opened up a new seam of value from information: extracting insight from unstructured text. Many organisations have plentiful reserves of unstructured text assets just lying around, only revealing their value to those that have the time to read them. Think about things like webchat transcripts, emails, enquiry forms, complaints, even call recordings can become unstructured text with the right transcription techniques.
At Utterworks we have experience in applying Natural Language to extract insight from unstructured text. For example:
We have mined webchat transcripts to determine the customer’s intent and emotion and modeled a heat map for the customer experience team to understand which customer journeys (intents) generated which emotion in customers
We have built models to process inbound emails and determine their topic to automate the routing to the most appropriate team for resolution
If you have unstructured text data that you want to get value from, talk to us today about the services we can offer and the tools we can provide to help get you going on that journey