Knowledge Discovery and Management within Service Centers

These days, most enterprise service centers deploy Knowledge Discovery and Management (KDM) systems to address the challenge of timely delivery of a resourceful service request resolution while efficiently utilizing the huge amount of data. These KDM systems facilitate prompt response to the critical service requests and if possible then try to prevent the service requests getting triggered in the first place. Nevertheless, in most cases, information required for a request resolution is dispersed and suppressed under the mountain of irrelevant information over the Internet in unstructured and heterogeneous formats. These heterogeneous data sources and formats complicate the access to reusable knowledge and increase the response time required to reach a resolution. Moreover, the state-of-the art methods neither support effective integration of domain knowledge with the KDM systems nor promote the assimilation of reusable knowledge or Intellectual Capital (IC). With the goal of providing an improved service request resolution within the shortest possible time, this research proposes an IC Management System. The proposed tool efficiently utilizes domain knowledge in the form of semantic web technology to extract the most valuable information from those raw unstructured data and uses that knowledge to formulate service resolution model as a combination of efficient data search, classification, clustering, and recommendation methods. Our proposed solution also handles the technology categorization of a service request which is very crucial in the request resolution process. The system has been extensively evaluated with several experiments and has been used in a real enterprise customer service center

Feature Extraction and Duplicate Detection for Text Mining: A Survey

Text mining, also known as Intelligent Text Analysis is an important research area. It is very difficult to focus on the most appropriate information due to the high dimensionality of data. Feature Extraction is one of the important techniques in data reduction to discover the most important features. Proce- ssing massive amount of data stored in a unstructured form is a challenging task. Several pre-processing methods and algo- rithms are needed to extract useful features from huge amount of data. The survey covers different text summarization, classi- fication, clustering methods to discover useful features and also discovering query facets which are multiple groups of words or phrases that explain and summarize the content covered by a query thereby reducing time taken by the user. Dealing with collection of text documents, it is also very important to filter out duplicate data. Once duplicates are deleted, it is recommended to replace the removed duplicates. Hence we also review the literature on duplicate detection and data fusion (remove and replace duplicates).The survey provides existing text mining techniques to extract relevant features, detect duplicates and to replace the duplicate data to get fine grained knowledge to the user

The needs and benefits of Text Mining applications on Post-Project Reviews

Post Project Reviews (PPRs) are a rich source of knowledge and data for organisations - if organisations have the time and resources to analyse them. Too often these reports are stored, unread by many who could benefit from them. PPR reports attempt to document the project experience – both good and bad. If these reports were analysed collectively, they may expose important detail, e.g. recurring problems or examples of good practice, perhaps repeated across a number of projects. However, because most companies do not have the resources to thoroughly examine PPR reports, either individually or collectively, important insights and opportunities to learn from previous projects, are missed. This research explores the application of knowledge discovery techniques and text mining to uncover patterns, associations, and trends from PPR reports. The results might then be used to address problem areas, enhance processes, and improve customer relationships. A case study related to two construction companies is presented in this paper and knowledge discovery techniques are used to analyze 50 PPR reports collected during the last three years. The case study has been examined in six contexts and the results show that Text Mining has a good potential to improve overall knowledge reuse and exploitation

Text Analytics: the convergence of Big Data and Artificial Intelligence

The analysis of the text content in emails, blogs, tweets, forums and other forms of textual communication constitutes what we call text analytics. Text analytics is applicable to most industries: it can help analyze millions of emails; you can analyze customers’ comments and questions in forums; you can perform sentiment analysis using text analytics by measuring positive or negative perceptions of a company, brand, or product. Text Analytics has also been called text mining, and is a subcategory of the Natural Language Processing (NLP) field, which is one of the founding branches of Artificial Intelligence, back in the 1950s, when an interest in understanding text originally developed. Currently Text Analytics is often considered as the next step in Big Data analysis. Text Analytics has a number of subdivisions: Information Extraction, Named Entity Recognition, Semantic Web annotated domain’s representation, and many more. Several techniques are currently used and some of them have gained a lot of attention, such as Machine Learning, to show a semisupervised enhancement of systems, but they also present a number of limitations which make them not always the only or the best choice. We conclude with current and near future applications of Text Analytics