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Text Analytics & Mining - Community and Email Case Study

Text Analytics & Mining - Community and Email Case Study

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Collective Intellect (CI) worked with a leading Fortune 500 software company to analyze a specific set of email threads from their product engineers to their customers, including an internal community of conversations made up of the company's tens of thousands of engineers .
Collective Intellect (CI) worked with a leading Fortune 500 software company to analyze a specific set of email threads from their product engineers to their customers, including an internal community of conversations made up of the company's tens of thousands of engineers .

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Published by: Collective Intellect on Jul 19, 2011
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Project  Highlights   Goal  –  Analyze  email   threads  from  consumers  to   product  engineers  about  a   specific  software  product

.     Analyze  internal   community  conversations   between  engineers  for   innovation  ideas.   Results  –  Our  semantic   and  text  analytics   technology  was  able   surface  common  issues,   emerging  problems  and   recommended  solutions  to   customer  support  requests   as  well  as  areas  engineers   were  working  together  to   collaborate  on  new,   innovative  solutions  to   take  to  market.    

Our  Client’s  Goals  
Collective  Intellect  (CI)  worked  with  a   leading  Fortune  500  software  company  to   analyze  a  specific  set  of  email  threads  from   their  product  engineers  to  their  customers   and  internal  community  conversations   amongst  the  tens  of  thousands  of  engineers   themselves.    A  group  of  engineers  had  been   assigned  to  support  customers  by  providing   answers  to  their  questions  regarding  a   specific  product.       Our  client  understood  there  was  a  wealth  of   information  in  these  emails  and  community   conversations  related  to  product  use,  request   for  enhancements  and  common  issues  but   lacked  the  in-­‐house  technology  to   successfully  analyze  the  data.      

 
2040 14th Suite 200

           

Boulder, CO 80302

720-259-3060

http://www.collectiveintellect.com

 

  Results  

CI  was  able  to  feed  the  email  threads  directly  into  our  sophisticated  semantic   engine  and  then  isolate  and  extract  specific  text  around  common  consumer   problems,  emerging  issues,  or  suggested  solutions.  Collective  Intellect   possesses  a  unique  market  advantage  by  employing  the  use  of  Latent   Semantic  Analysis  (LSA)  and  Natural  Language  Processing  (NLP)  to  deliver   highly  accurate  analysis  and  associated  observations  from  unstructured  data.   Whether  it’s  social,  email,  chat  transcripts  or  surveys,  and  if  data  is  text  then   CI  possesses  the  capability  to  run  analysis.      

How  CI  Approached  the  Project  
Working  with  our  client,  CI  first  determined  the  purpose  of  analyzing  this   specific  set  of  email  and  community  based  exchanges.    Understanding  the   purpose  and  goals  of  an  analysis  is  a  critical  first  step  in  establishing  a  text   analytics  strategy.  Together,  we  concluded  that  CI’s  unique  approach  to  how   data  is  handled,  categorized  and  measured  for  relevancy  could  help  support   the  stated  business  objectives.     Utilizing  CI’  robust  categorization  engine,   we  were  able  to  isolate  specific  attributes   from  consumer  responses  related  to  how   they  used  the  software  or  common   problems  they  encountered.    We  were  also   able  to  identify  the  solutions  our  client’s   engineers  were  recommending.    

2040 14th Suite 200

Boulder, CO 80302

720-259-3060

http://www.collectiveintellect.com

 

    Suggested  Next  Steps  
CI  recommended  that  our  software  client  use  this  information  to  inform   product  development  and  support  materials.  We  further  suggested  that  our   client  consider  creating  a  knowledge  hub  based  on  the  insights  collected   during  the  analysis.    Engineers  could  login  to  a  repository  of  collected   problems  and  recommended  solutions  to  more  quickly  address  consumer   issues,  identify  new  product  development  ideas  and  track  emerging  or   resolved  issues.    

The  CI  Semantic  Methodology  
CI  utilizes  semantic  technology  based  on  Latent  Semantic  Analysis  (LSA)  to   expose  latent  contextual-­‐meaning  within  a  large  body  of  text.    Sophisticated   language  processing  is  the  critical  foundation  for  successful  analysis.  Accurate   insights  from  text  analytics  that  are  repeatable,  scalable  and  consistent  can   only  be  achieved  using  technology  that  is  able  to  categorize  enormous   volumes  of  structured  and  unstructured  data  via  dimension  such  as   consideration  and  preference,  intent,  demographics  and  sentiment,  just  to   name  a  few.  

CI  Services  &  Tools  Used  on  Project  
CI:Insight  -­‐  multi-­‐dimensional  analysis,  blended  qualitative  and   quantitative  analysis,  demographics  and  psychographics  analysis,  in  an   integrated  consumer  conversation  analytical  hub  intended  for  Power   Analyst  functions  and  accessed  via  SaaS  model.    

2040 14th Suite 200

Boulder, CO 80302

720-259-3060

http://www.collectiveintellect.com

 

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