Unstructured data more or less means any kind of information that doesn’t conform to fixed-rules or constraints. This means data that is variable in length and that is completely unpredictable when it comes to anticipating how or in what form this data, or content, come into play.

Other than sounding like a new reality television gameshow all organisations are facing a barrage of incoming and outgoing documents through many channels. One area which is coming under increasing pressure is that of complaints management. In the past, these were typically received in the mail or via telephone however now customers can use social media, apps, phone, email, paper and the list goes on. What was once a one-to-one relationship is now potentially one-to-many.