ISBN-10:
0132339536
ISBN-13:
9780132339537
Pub. Date:
08/02/2007
Publisher:
IBM Press
Mining the Talk: Unlocking the Business Value in Unstructured Information / Edition 1

Mining the Talk: Unlocking the Business Value in Unstructured Information / Edition 1

by Scott Spangler, Jeffrey Kreulen
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Product Details

ISBN-13: 9780132339537
Publisher: IBM Press
Publication date: 08/02/2007
Series: IBM Press Series
Edition description: New Edition
Pages: 300
Product dimensions: 6.90(w) x 9.00(h) x 0.60(d)

About the Author

W. Scott Spangler

IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120 (email: spangles@almaden.ibm.com; ph. 408-927-2887)

Scott Spangler is a Senior Technical Staff Member who has been doing knowledge base and data mining research for the past 20 years–since 1996 at the IBM Research Lab and previously at the General Motors Technical Center, where he won the prestigious “Boss” Kettering award (1992) for technical achievement. He currently works in IBM Almaden Services Research, where he designs and implements new methodologies for data visualization and text mining. Mr. Spangler holds a B.S. degree in math from the Massachusetts Institute of Technology and an M.A. in computer science from the University of Texas.

Jeffrey T. Kreulen

IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120 (email: kreulen@almaden.ibm.com)

Dr. Kreulen is Senior Manager of Services Oriented Technologies and Senior Technical Staff Member at the IBM Almaden Research Center. He holds a B.S. degree in applied mathematics (computer science) from Carnegie-Mellon University, and an M.S. degree in electrical engineering and a Ph.D. in computer engineering from Pennsylvania State University. Since joining IBM in 1992, he has worked on multiprocessor systems design and verification, operating systems, systems management, web-based service delivery, integrated text and data analysis, and the science of services.

Table of Contents

Preface xv

Acknowledgements xx

Chapter 1: Introduction 1

Chapter 2: Mining Customer Interactions 21

Chapter 3: Mining the Voice of the Customer 71

Chapter 4: Mining the Voice of the Employee 93

Chapter 5: Mining to Improve Innovation 111

Chapter 6: Mining to See the Future 133

Chapter 7: Future Applications 163

Appendix: The IBM Unstructured Information Modeler Users Manual 171

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