October 14, 2017

Will KCS Pay Off?

  - Two Business Benefits for your Knowledge Center Service (KCS) Implementation - So you’re ready to invest in Knowledge Centered Service (KCS) or a similar knowledge management process, and you are looking for ways to justify the investment required to ensure a successful implementation. In case you are not familiar with the term, KCS is a business methodology that was developed by the Consortium for Service Innovation™ (CSI,  KCS is a “just-in-time,” demand-driven
Knowledge Management, Text Analytics
- Unstructured Data Analytics - Complexity in Similarity Matching - When working with unstructured data analytics, one of the more complex problems to address is dealing with two comparable words when trying to execute similarity matching algorithms.  Consider leveraging unstructured data analytics to find two sentences that are similar.  When working with unstructured customer service data, there are several applications for finding similar sentences to cluster concepts.  For example, when working with customer comments to
Text Analytics
Satisfaction Surveys
There's something incredibly frustrating when you take an online customer satisfaction survey that ends up taking longer than expected to complete.   It's obvious that the company that asked you to take the survey wants your feedback.  But how many times have you been asked for your feedback in a survey and half way through taking the survey you realize that it is taking to long to finish?  What do you do? If you are like
Customer Service, Customer Survey
Most of us would agree that product usage data is a key element to better understand customer adoption, retention, upsell and churn metrics. But what if you don’t have easy access to product usage data to analyze? If all your products are cloud-based, then you may not suffer from this dilemma. But if you are working with legacy or non-cloud-based products or if you just don’t have access to in-product usage metrics, then you might
Customer Service, Text Analytics
- Unstructured Data Analytics - An Introduction to Stemming and Lemmatization Techniques - Stemming and Lemmatization functions are an important part of text mining.  These functions review text and remove inflection endings of a word and sometimes derivationally related forms of a word to return the base or dictionary form of the word.   For example, when applying a stemming or lemmatization technique, the words, discover, discovering, and discovered may be modified by one of these
Text Analytics