"Text Analytics is the process of creating meaning out of written communications. A common usage of this is in a customer experience context, examining text written by, to, or about customers. This helps find patterns and topics of interest and enables the organization to take action based on what it learns. While working on a recent project involving reviewing a service our organization provides, I examined the email communications between our support team and the customers. My analysis identified a specific issue that customers inquired about frequently. We then reviewed the documentation related to this and realized that it was vague and somewhat confusing. After updating the information and performing subsequent text analysis, I confirmed that the number of customer inquiries about this issue had dropped by 70%."
