SPSS Text Mining Taps Unstructured Data

06/16/2008

Around the world every day, people are talking and sharing their opinions through the estimated 183 billion emails sent, the 1.6 million blog posts, on diverse social networking sites and in community message boards.

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And now, leading organizations worldwide are not only listening to the voice of the customer, but responding strategically. SPSS Text Mining software gives commercial and government organizations the ability to easily extract sentiments and relationships from the exponentially growing amount of unstructured data – email, call center notes, RSS feeds and surveys. And with this new customer insight, these organizations are finding new ways to reduce customer churn, improve productivity, fight crime, detect fraud and increase marketing campaign results.

As a global leader in Predictive Analytics software and solutions, SPSS Inc. (Nasdaq: SPSS) allows organizations to analyze unstructured data from multiple channels and combine that information with structured data, such as demographic and transactional data, for a complete understanding of their customers, employees or constituent's future behavior.

Also, the increasing importance of analyzing social media – consumer blogging, social networks, community boards, wikis – is changing how firms measure marketing effectiveness. Analyzing the voice of the customer through surveys and Web 2.0 data with SPSS Text Mining software, and coupling that with existing structured data, permits more accurate results, better predictive modeling and deeper insight into customers.

Olivier Jouve, vice president of corporate development, said, "SPSS provides the most complete view of the customer through the combined analysis of text, web and survey data. While other companies only provide the text component, SPSS provides added value to our customers with a full suite of Predictive Analytics capabilities – statistics, data and text mining, and enterprise feedback management – allowing our customers to draw more reliable conclusions and quickly take more effective action with their data."

SPSS customers worldwide across commercial, government and academic sectors are using the Company's innovative text mining software, including Cablecom, Dutch National Police, EDF Energy, Infinity Property & Casualty Insurance Company, InSites Consulting, Powergen, Sikorsky Aircraft, and Saint Louis University.

Cablecom, a Swiss cable television company, is using SPSS Text Mining software to better understand and quantify reasons for customer churn through the use of SPSS Text Mining software. Federico Cesconi, head of customer insight and retention, said, "We've uncovered concepts and relationships in text that would be too costly — or even impossible — to detect by any other methods. We can now combine multiple data sources to evaluate customer expectations and improve customer satisfaction by employing more one-to-one customer contact and preemptively resolving customer complaints to keep our retention rates high."

The Netherlands Police Agency (KLPD) use SPSS Text Mining software to uncover hidden patterns and relationships in text. It developed its own Open Computer Forensic Architecture (OCFA), the “digital washing machine,” which creates an automated index out of the unstructured contents of a PC's hard drive, enabling investigators to perform keyword searches for evidence.

Jochen van der Wal, technical engineer, said, "After implementing SPSS Text Mining software and deploying it to a crime case, we found an essential connection within just five minutes – which we couldn't have found in the past three months of investigations. The combination of the OCFA framework and SPSS text analysis functionality to analyze huge amounts of evidence allows us to gain rapid insights in unstructured data."

InSites Consulting, Belgium’s leading online market research organization, is heavily investing in the use of Web 2.0 techniques for market research. Niels Schillewaert, managing partner, said, “We deploy SPSS Text Mining software to mine blogs and communities, and analyze open ended questions. SPSS allows us to track online buzz and enrich the analysis of open ended questions, which provides us with useful customer information.”

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