Related papers: Message Classification in the Call Center
Due to its wide use in personal, but most importantly, professional contexts, email represents a valuable source of information that can be harvested for understanding, reengineering and repurposing undocumented business processes of…
A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that customer care agents can use to facilitate users' needs.…
A significant challenge in service robots is the semantic understanding of their surrounding areas. Traditional approaches addressed this problem by segmenting the floor plan into regions corresponding to full rooms that are assigned labels…
The microservice architectural style has many advantages such as scalability, reusability, and easy maintainability. Microservices have therefore become a popular architectural choice when developing new applications. Reaping these benefits…
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…
For agents at a contact centre receiving calls, the most important piece of information is the reason for a given call. An agent cannot provide support on a call if they do not know why a customer is calling. In this paper we describe our…
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…
Short Message Service (SMS) based Information Systems (SMSbIS) provide an excellent alternative to a traditional approach of obtaining specific information by direct (through phone) or indirect (IVRS, Web, Email) probing. Information and…
Product classification is the task of automatically predicting a taxonomy path for a product in a predefined taxonomy hierarchy given a textual product description or title. For efficient product classification we require a suitable…
The world is full of text data, yet text analytics has not traditionally played a large part in statistics education. We consider four different ways to provide students with opportunities to explore whether email messages are unwanted…
Recent advances in deep neural networks, language modeling and language generation have introduced new ideas to the field of conversational agents. As a result, deep neural models such as sequence-to-sequence, Memory Networks, and the…
Edge computing is a novel computing paradigm that extends cloud resources at the edge of the network to tackle the problem of communication latency in latency-sensitive applications. For the last decades, there have been many efforts…
We investigate the task of inferring conversational dependencies between messages in one-on-one online chat, which has become one of the most popular forms of customer service. We propose a novel probabilistic classifier that leverages…
E-commerce query understanding is the process of inferring the shopping intent of customers by extracting semantic meaning from their search queries. The recent progress of pre-trained masked language models (MLM) in natural language…
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce…
This paper analyses role of internet in marketing and its influences on business decision-making process. It explains how the decision maker collect variety of information about customers through internet and analysis this data to better…
Currently, engineers at substation service providers match customer data with the corresponding internally used signal names manually. This paper proposes a machine learning method to automate this process based on substation signal mapping…
The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid…
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…
E-commerce platforms are increasingly reliant on recommendation systems to enhance user experience, retain customers, and, in most cases, drive sales. The integration of machine learning methods into these systems has significantly improved…