Text Mining and Analysis

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 ...