The proliferation of digital communication channels like electronic mail, cellular phone messaging, and short message service (SMS) has resulted in a significant increase in unstructured data. This data, often characterized by its varied format, content, and context, presents challenges for organization, management, and retrieval. For example, a business may possess countless customer service requests scattered across email threads, SMS conversations, and internal chat logs, making it difficult to identify trends or resolve issues efficiently.
Effectively addressing the increasing disorder within these communication streams offers several advantages. Improved information governance, enhanced search capabilities, and better risk management are key benefits. Historically, organizations have struggled to impose structure on these informal communication methods, often leading to inefficiencies and compliance concerns. Now, with increased recognition of the value contained within this data, and developments in technology for analyzing and managing it, there is a drive to find better ways to handle the inherent complexity.
