Quality and Text Processing: An Old Couple Still at the Alter
August 6, 2015
I read “Why Quality Management Needs Text Analytics.” I learned:
To analyze customer quality complaints to find the most common complaints and steer the production or service process accordingly can be a very tedious job. It takes time and resources.
This idea is similar to the one expressed by Ronen Feldman in a presentation he gave in the early 2000s. My notes of the event record that he reviewed the application of ClearForest technology to reports from automobile service professionals which presented customer comments and data about repairs. ClearForest’s system was able to pinpoint that a particular mechanical issue was emerging. The client responded to the signals from the ClearForest system and took remediating action. The point was that sometime in the early 2000s, ClearForest had built and deployed a text analytics system with a quality-centric capability.
I mention this point because many companies are recycling ideas and concepts which are in some cases long beards. ClearForest was acquired by the estimable Thomson Reuters. Some of the technology is available as open source at Calais.
In search and content processing, the case examples, the lingo, and even the technology has entered what I call its “recycling” phase.
I learned about several new search systems this week. I looked at each. One was a portal, another a metasearch system, and a third a privacy centric system with a somewhat modest index. Each was presented as new, revolutionary, and innovative. The reality is that today’s information highways are manufactured from recycled plastic bottles.
Stephen E Arnold, August 6, 2015
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