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Understanding customer comments is a hot topic in the text mining world, and mining audio data is gathering momentum. Combining voice capture data with business intelligence, analytics and text mining provides valuable customer intelligence for marketing and competitive intelligence. This paper helps you understand how to take advantage of analytical technologies that combine data mining methods with emerging linguistic techniques to find patterns and meaning in the words captured in conversations and documents. The case study presented in this paper is based on MSNTV call center audio data. A sample of more than 10,000 individual audio files and their associated transcriptions were used to understand customer issues and the likelihood that customers would cancel their MSNTV subscriptions.

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