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One of the service providers in the financial service sector, who provide premium service to the customers, wanted to harness the power of data analytics as data mining can uncover valuable insights for better decision making. Therefore,…
E-commerce businesses employ recommender models to assist in identifying a personalized set of products for each visitor. To accurately assess the recommendations' influence on customer clicks and buys, three target areas -- customer…
Recommendation systems are pervasive in the digital economy. An important assumption in many deployed systems is that user consumption reflects user preferences in a static sense: users consume the content they like with no other…
In this paper, we address customer review understanding problems by using supervised machine learning approaches, in order to achieve a fully automatic review aspects categorisation and sentiment analysis. In general, such supervised…
The efficiency of natural language processing has improved dramatically with the advent of machine learning models, particularly neural network-based solutions. However, some tasks are still challenging, especially when considering specific…
We consider the problem of evaluating preferences for criteria used by university students when selecting a hotel for accommodation during a professional development program in a foreign country. Input data for analysis come from a survey…
Online experimentation is at the core of Booking.com's customer-centric product development. While randomised controlled trials are a powerful tool for estimating the overall effects of product changes on business metrics, they often fall…
As Internet-based commerce becomes increasingly widespread, large data sets about the demand for and pricing of a wide variety of products become available. These present exciting new opportunities for empirical economic and business…
Customer loyalty is crucial for internet services since retaining users of a service to ensure the staying time of the service is of significance for increasing revenue. It demands the retention of customers to be high enough to meet the…
Online reviews have become essential for users to make informed decisions in everyday tasks ranging from planning summer vacations to purchasing groceries and making financial investments. A key problem in using online reviews is the…
Nowadays, search ranking and recommendation systems rely on a lot of data to train machine learning models such as Learning-to-Rank (LTR) models to rank results for a given query, and implicit user feedbacks (e.g. click data) have become…
The application of data mining technique has been widely applied in different business areas such as health, education and finance for the purpose of data analysis and then to support and maximizes the organizations customer satisfaction in…
Social media popularity and importance is on the increase due to people using it for various types of social interaction across multiple channels. This systematic review focuses on the evolving research area of Social Opinion Mining, tasked…
E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This…
Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by…
The analysis of sales information, is a vital step in designing an effective marketing strategy. This work proposes a novel approach to analyse the shopping behaviour of customers to identify their purchase patterns. An extended version of…
Demand forecasting is extremely important in revenue management. After all, it is one of the inputs to an optimisation method which aim is to maximize revenue. Most, if not all, forecasting methods use historical data to forecast the…
Rapid increase in the volume of sentiment rich social media on the web has resulted in an increased interest among researchers regarding Sentimental Analysis and opinion mining. However, with so much social media available on the web,…
With the advancement in technology, raw event data generated by the digital world have grown tremendously. However, such data tend to be insufficient and noisy when it comes to measuring user intention or satisfaction. One effective way to…
Data-oriented applications, their users, and even the law require data of high quality. Research has divided the rather vague notion of data quality into various dimensions, such as accuracy, consistency, and reputation. To achieve the goal…