Finding Trends in Customer Feedback (24 Jan 2005)
One of the advances to TextMiner is that it helps Microsoft improve their content on Web sites and in search. If they know the terms that customers are using to identify various topics, they can improve search. For instance, when people were searching for information on the MS Blaster worm, Martin was able to use TextMiner to find out how customers on newsgroups, blogs, and customer feedback were referring to it. He found that they used several terms, including "msblast" "blaster worm" and "blaster 32." Knowing this, he could link any of those search terms to the same content, so that customers wouldn't get one of those aggravating error messages that said something like, "no such word."
Article URL: http://research.microsoft.com/displayArticle.aspx?id=1067
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