APPLICATIONS OF TEXT MINING
Text mining has large applications in customer service
Automated ticket tagging
Every complaint, request or comment that a customer support team receives means a new ticket. And every single ticket needs to be categorized according to its subject.
Text mining makes it possible to identify topics and tag each ticket automatically. For example, when faced with a ticket saying my order hasn’t arrived yet, the model will automatically tag it as Shipping Issues.
Automated routing
Besides tagging the tickets that arrive every day, customer service teams need to route them to the team that is in charge of dealing with those issues, based on different factors like:
The topic of the ticket: for example, a problem related to payment, would go to the area responsible for billing and payment.
The ticket’s language: if the company has teams across the world, the text mining model can identify the language and route the ticket to the appropriate zone.
The complexity of the issue: the ticket can be routed to a person designated to handle specific issues. For example, a ticket sent by a high-value client would be automatically routed to the key account manager in charge of that client.