Related papers: Towards Real-time Customer Experience Prediction f…
Cellular networks rely on handovers (HOs) as a fundamental element to enable seamless connectivity for mobile users. A comprehensive analysis of HOs can be achieved through data from Mobile Network Operators (MNOs); however, the vast…
Opportunistic computing is a paradigm for completely self-organised pervasive networks. Instead of relying only on fixed infrastructures as the cloud, users' devices act as service providers for each other. They use pairwise contacts to…
Consumer applications provide ample opportunities to surface and communicate various forms of content to users. From promotional campaigns for new features or subscriptions, to evergreen nudges for engagement, or personalised…
Community associations rely heavily on resident surveys to guide decisions about amenities, infrastructure, and services. However, survey responses reflect perceptions that may not directly correspond to underlying operational conditions.…
Due to the popularity of context-awareness in the Internet of Things (IoT) and the recent advanced features in the most popular IoT device, i.e., smartphone, modeling and predicting personalized usage behavior based on relevant contexts can…
Communicating effectively with customers is a challenge for many marketers, but especially in a context that is both pivotal to individual long-term financial well-being and difficult to understand: pensions. Around the world, participants…
The exponential growth in smartphone adoption is contributing to the availability of vast amounts of human behavioral data. This data enables the development of increasingly accurate data-driven user models that facilitate the delivery of…
Choice decisions made by users of online applications can suffer from biases due to the users' level of engagement. For instance, low engagement users may make random choices with no concern for the quality of items offered. This biased…
Customer churn prediction in the telecommunications sector represents a critical business intelligence task that has evolved from subjective human assessment to sophisticated algorithmic approaches. In this work, we present a comprehensive…
Marketing literature states that it is more costly to engage a new customer than to retain an existing loyal customer. Churn prediction models are developed by academics and practitioners to effectively manage and control customer churn in…
Whenever a social media user decides to share a story, she is typically pleased to receive likes, comments, shares, or, more generally, feedback from her followers. As a result, she may feel compelled to use the feedback she receives to…
Today's mobile phones are far from mere communication devices they were ten years ago. Equipped with sophisticated sensors and advanced computing hardware, phones can be used to infer users' location, activity, social setting and more. As…
Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a…
The performance of an energy system under a real-time pricing mechanism depends on the consumption behavior of its customers, which involves uncertainties. In this paper, we consider a system operator that charges its customers with a…
For the last few years, the amount of data has significantly increased in the companies. It is the reason why data analysis methods have to evolve to meet new demands. In this article, we introduce a practical analysis of a large database…
The maintenance of big cities public transport service quality requires constant monitoring, which may become an expensive and time-consuming practice. The perception of quality, from the users point of view is an important aspect of…
In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with…
It is of high interest for a company to identify customers expected to bring the largest profit in the upcoming period. Knowing as much as possible about each customer is crucial for such predictions. However, their demographic data,…
This paper considers a wireless network where multiple flows are delivering status updates about their respective information sources. An end user aims to make accurate real-time estimations about the status of each information source using…
Modern mobile applications heavily rely on the notification system to acquire daily active users and enhance user engagement. Being able to proactively reach users, the system has to decide when to send notifications to users. Although many…