Travelocity and H&R Block use Analytics

Travelocity and H&R Block use Analytics - Travelocity &...

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Travelocity & H&R Block Make Decisions Based on Results from Customers’ Written Feedback Travelocity, the online travel clearinghouse, uses software by Attensity Corp. to quickly analyze documents and pull out vital information to determine customer concerns. These text analytic software programs can scrutinize documents and pull the information together in searchable form. Companies use these kinds of programs to identify market trends and customer patterns, spot fraud and security threats, and highlight problems with products. H&R Block uses a similar product to determine how to get customers to recommend their company to others. Because of the software, they were able to alter their online forms, clarifying who was eligible for the 2006 Telephone Excise Tax Refund and helping customers maximize their tax refunds. 1. Is the use of text analytics more reflective of management art or management science? Explain your rationale. Answer:
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This note was uploaded on 12/14/2010 for the course BUS 3003 taught by Professor Jerryjames during the Spring '10 term at Texas Woman's University.

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Travelocity and H&R Block use Analytics - Travelocity &...

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