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Enabling analysts in managed services for CRM analytics

Enabling analysts in managed services for CRM analytics,10.1145/1557019.1557136,Indrajit Bhattacharya,Shantanu Godbole,Ajay Gupta,Ashish Verma,Jeff Ac

Enabling analysts in managed services for CRM analytics   (Citations: 6)
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Data analytics tools and frameworks abound, yet rapid deployment of analytics solutions that deliver actionable in- sights from business data remains a challenge. The pri- mary reason is that on-field practitioners are required to be both technically proficient and knowledgeable about the business. The recent abundance of unstructured business data has thrown up new opportunities for analytics, but has also multiplied the deployment challenge, since interpreta- tion of concepts derived from textual sources require a deep understanding of the business. In such a scenario, a man- aged service for analytics comes up as the best alternative. A managed analytics service is centered around a business analyst who acts as a liaison between the business and the technology. This calls for new tools that assist the analyst to be efficient in the tasks that she needs to execute. Also, the analytics needs to be repeatable, in that the delivered insights should not depend heavily on the expertise of spe- cific analysts. These factors lead us to identify new areas that open up for KDD research in terms of 'time-to-insight' and repeatability for these analysts. We present our analyt- ics framework in the form of a managed service offering for CRM analytics. We describe different analyst-centric tools using a case study from real-life engagements and demon- strate their effectiveness.
Conference: Knowledge Discovery and Data Mining - KDD , pp. 1077-1086, 2009
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    • ...More and more enterprises tend to build business by extracting knowledge and insights from their data [1][2][3][4][5]...

    Chunye Wanget al. Knowledge Extraction and Reuse within "Smart" Service Centers

    • ...In our approach, we use text analytics based techniques [6] to develop various text annotators to analyze the user comments from the feedback forms...
    • ...[6] is an extension to this approach and presents the actual engagement model, implementation details and insights drawn in a real world service environment...

    Himanshu Chauhanet al. Analyzing Relative Importance of Service Quality Components from Enter...

    • ...Retail service providers would like to leverage these data to improve their provision of services [11], [12]...

    Tsukasa Ishigakiet al. Customer-Item Category Based Knowledge Discovery Support System and It...

    • ...More and more enterprises tend to build business by extracting knowledge and insights from their data [1][2][3][4]...

    Chunye Wanget al. Hierarchical service analytics for improving productivity in an enterp...

    • ...Some typical industrial text mining applications [14, 1, 5] include 1) enhancing customer product and service experience by tracking what is being written in emails, surveys, and in social media, 2) enhancing churn and other predictive analytics models by leveraging features extracted from textual data for customer retention and extension, and 3) compliance monitoring applications in legal domains (e-discovery) and call centers (voice and ...
    • ...Hand-tuning for measures such as precision and recall[1] is still the state of the art, as evidenced in the MUC conference series...
    • ...In typical text mining workflows, either domain experts know the set of dictionaries to create for the text mining task at hand, or they engage in a concept exploration and discovery phase[1]...
    • ...It has been recognized that verification is an easier text mining task than specification[1] for users...
    • ...This is usually done by correlation reporting or predictive modeling on top of annotated records using concept dictionaries as building blocks [1]...
    • ...As researchers, we have worked on designing and developing commercial text analytics service offerings in the CRM area[1]...

    Shantanu Godboleet al. Building re-usable dictionary repositories for real-world text mining

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