Spot on @CStark! Its all about governed data.  The ability to summarize unstructured text AND associate it to business metadata across channels is dependent on effective date normalization. Most conversation solutions have different metadata and conversation styles. Brands unfortunately do not get out of the box decoder rings that make it easy to unify the data formats without costly custom solutions to unify disparate data.    Effective Insight generation approaches demand organic and evergreen classification models that can be applied in iteration. Without a common data set, this is just not possible. Governing cross channel conversation data is largely cost prohibitive without a AI backed unification service like Khoros CX Insights to do the heavy lifting. ... View more