Strategic Analytics and SAS

Text Mining Call Center Account Notes/Chats

Many organizations have a call center or online chat logs where notes from customer conversations are entered and stored. Sometimes even the voice recordings of conversations are kept. In the near future, rapid voice-to-text transcription will allow an organization to mine these conversations quickly and easily. These notes and comments can help companies identify key topics and themes of why customers aren’t satisfied, or can show if the customers enjoy the service that the call agent provides and the like. When the survey responses are merged with both the customer attribute data records and the call notes, the combined data set becomes a rich body of information that can not only be mined, but ...