Related papers: Message Classification in the Call Center

Selecting customers for demand response programs is challenging and existing methodologies are hard to scale and poor in performance. The existing methods were limited by lack of temporal consumption information at the individual customer…

Automatic voice-controlled systems have changed the way humans interact with a computer. Voice or speech recognition systems allow a user to make a hands-free request to the computer, which in turn processes the request and serves the user…

Acquiring new customers is a vital process for growing businesses. Prospecting is the process of identifying and marketing to potential customers using methods ranging from online digital advertising, linear television, out of home, and…

It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of…

An improved email classification method based on Artificial Immune System is proposed in this paper to develop an immune based system by using the immune learning, immune memory in solving complex problems in spam detection. An optimized…

In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call centers, as measuring customer experience proxies like…

The interpretability of complex Machine Learning models is coming to be a critical social concern, as they are increasingly used in human-related decision-making processes such as resume filtering or loan applications. Individuals receiving…

We investigate ten years of user support emails in the large-scale solver library PETSc in order to identify changes in user requests. For this purpose we assign each email thread to one or several categories describing the type of support…

Text Categorization (TC), also known as Text Classification, is the task of automatically classifying a set of text documents into different categories from a predefined set. If a document belongs to exactly one of the categories, it is a…

In recent years online advertising has become increasingly ubiquitous and effective. Advertisements shown to visitors fund sites and apps that publish digital content, manage social networks, and operate e-mail services. Given such large…

While automatic response generation for building chatbot systems has drawn a lot of attention recently, there is limited understanding on when we need to consider the linguistic context of an input text in the generation process. The task…

In e-commerce, content quality of the product catalog plays a key role in delivering a satisfactory experience to the customers. In particular, visual content such as product images influences customers' engagement and purchase decisions.…

This study introduces a novel natural language processing pipeline that enhances customer service efficiency at Telekom Srbija, a leading Serbian telecommunications company, through automated email topic detection and labeling. Central to…

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides…

Telecommunications operators (telcos) traditional sources of income, voice and SMS, are shrinking due to customers using over-the-top (OTT) applications such as WhatsApp or Viber. In this challenging environment it is critical for telcos to…

Predictive coding, the term used in the legal industry for document classification using machine learning, presents additional challenges when the dataset comprises instant messages, due to their informal nature and smaller sizes. In this…

Classification of some objects in classes of concepts is an essential and even breathtaking task in many applications. A solution is discussed here based on Multi-Agent systems. A kernel of some expert agents in several classes is to…

Nowadays, financial data analysis is becoming increasingly important in the business market. As companies collect more and more data from daily operations, they expect to extract useful knowledge from existing collected data to help make…

We analyze call center data on properties such as agent heterogeneity, customer patience and breaks. Then we compare simulation models that are different in the ways these properties are modeled. We classify them according to the extend in…

A significant remaining challenge for existing recommender systems is that users may not trust the recommender systems for either lack of explanation or inaccurate recommendation results. Thus, it becomes critical to embrace a trustworthy…