Related papers: Message Classification in the Call Center

The aim of our research was to apply well-known data mining techniques (such as linear neural networks, multi-layered perceptrons, probabilistic neural networks, classification and regression trees, support vector machines and finally a…

This paper focuses on a comparative evaluation of the most common and modern methods for text classification, including the recent deep learning strategies and ensemble methods. The study is motivated by a challenging real data problem,…

"Spillover" learning is defined as customers' learning about the quality of a service (or product) from their previous experiences with similar yet not identical services. In this paper, we propose a novel, parsimonious and general Bayesian…

A basic component in Internet applications is the electronic mail and its various implications. The paper proposes a mechanism for automatically classifying emails and create dynamic groups that belong to these messages. Proposed mechanisms…

Auto dealerships receive thousands of calls daily from customers who are interested in sales, service, vendors and jobseekers. With so many calls, it is very important for auto dealers to understand the intent of these calls to provide…

Email tracking allows email senders to collect fine-grained behavior and location data on email recipients, who are uniquely identifiable via their email address. Such tracking invades user privacy in that email tracking techniques gather…

Understanding and being able to react to customer feedback is the most fundamental task in providing good customer service. However, there are two major obstacles for international companies to automatically detect the meaning of customer…

Leveraging the power of increasing amounts of data to analyze customer base for attracting and retaining the most valuable customers is a major problem facing companies in this information age. Data mining technologies extract hidden…

Hospital call centers serve as the primary contact point for patients within a hospital system. They also generate substantial volumes of staff messages as navigators process patient requests and communicate with the hospital offices…

Email has remained a principal form of communication among people, both in enterprise and social settings. With a deluge of emails crowding our mailboxes daily, there is a dire need of smart email systems that can recover important emails…

Text-based communication is highly favoured as a communication method, especially in business environments. As a result, it is often abused by sending malicious messages, e.g., spam emails, to deceive users into relaying personal…

Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to…

Short texts are omnipresent in real-time news, social network commentaries, etc. Traditional text representation methods have been successfully applied to self-contained documents of medium size. However, information in short texts is often…

Software issues contain units of work to fix, improve, or create new threads during the development and facilitate communication among the team members. Assigning an issue to the most relevant team member and determining a category of an…

Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically refer to these contact modalities as "channels". Within each…

E-commerce search and recommendation usually operate on structured data such as product catalogs and taxonomies. However, creating better search and recommendation systems often requires a large variety of unstructured data including…

Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain positive interactions with clients. This study presents a…

Email is one of the most widely used ways to communicate, with millions of people and businesses relying on it to communicate and share knowledge and information on a daily basis. Nevertheless, the rise in email users has occurred a…

Cyber-phishing attacks recently became more precise, targeted, and tailored by training data to activate only in the presence of specific information or cues. They are adaptable to a much greater extent than traditional phishing detection.…

Building machine learning models can be a time-consuming process that often takes several months to implement in typical business scenarios. To ensure consistent model performance and account for variations in data distribution, regular…