No Longer A Science Project: Use Content Analytics For Pragmatic Business Solutions

Content analytics that mines unstructured content brings to mind tricky, long projects and visions of Ph.D.'s with white coats who comb through vast collections of content on a galactic scale. Yet Forrester now sees a growing number of companies using practical, pragmatic content analytics solutions to address real-world business problems; lower the costs of transactional business processes; and provide business insight from content on file shares, SharePoint sites, email systems, and disparate repositories. Given the practicality of content analytics, enterprises can and should take advantage of the emerging dynamic case management market. By combining content analytics with dynamic case management, enterprises can increase their ability to service customer requests; automate and track inconsistent "incidents" that do not follow a well-defined process; respond to a higher number of consumer requests; meet new demands from regulators, auditors, and litigants; and increase the use of collaboration and social media to support unstructured business processes.