Mining the Talk: Unlocking the Business Value in Unstructured Information

Leverage Unstructured Data to Become More Competitive, Responsive, and InnovativeIn Mining the Talk, two leading-edge IBM researchers introduce a revolutionary new approach to unlocking the business value hidden in virtually any form of unstructured data–from word processing documents to websites, emails to instant messages.The authors review the business drivers that have made unstructured data so important–and explain why conventional methods for working with it are inadequate. Then, writing for business professionals–not just data mining specialists–they walk step-by-step through exploring your unstructured data, understanding it, and analyzing it effectively.Next, you’ll put IBM’s techniques to work in five key areas: learning from your customer interactions; hearing the voices of customers when they’re not talking to you; discovering the “collective consciousness” of your own organization; enhancing innovation; and spotting emerging trends. Whatever your organization, Mining the Talk offers you breakthrough opportunities to become more responsive, agile, and competitive.Identify your key information sources and what can be learned about themDiscover the underlying structure inherent in your unstructured informationCreate flexible models that capture both domain knowledge and business objectivesCreate visual taxonomies: “pictures” of your data and its key interrelationshipsCombine structured and unstructured information to reveal hidden trends, patterns, and relationshipsGain insights from “informal talk” by customers and employeesSystematically leverage knowledge from technical literature, patents, and the WebEstablish a sustainable process for creating continuing business value from unstructured dataPreface xvAcknowledgements xxChapter 1: Introduction 1Chapter 2: Mining Customer Interactions 21Chapter 3: Mining the Voice of the Customer 71Chapter 4: Mining the Voice of the Employee 93Chapter 5: Mining to Improve Innovation 111Chapter 6: Mining to See the Future 133Chapter 7: Future Applications 163Appendix: The IBM Unstructured Information Modeler Users Manual 171