相关论文: Message Classification in the Call Center
In the real world, many online shopping websites or service provider have single email-id where customers can send their query, concern etc. At the back-end service provider receive million of emails every week, how they can identify which…
The Internet has dramatically changed the relationship among people and their relationships with others people and made the valuable information available for the users. Email is the service, which the Internet provides today for its own…
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity…
It is an essential product requirement of Yahoo Mail to distinguish between personal and machine-generated emails. The old production classifier in Yahoo Mail was based on a simple logistic regression model. That model was trained by…
The telecommunications industry is highly competitive, which means that the mobile providers need a business intelligence model that can be used to achieve an optimal level of churners, as well as a minimal level of cost in marketing…
IT helpdesks are charged with the task of responding quickly to user queries. To give the user confidence that their query matters, the helpdesk will auto-reply to the user with confirmation that their query has been received and logged.…
Comprehensive IT support teams in large scale organizations require more man power for handling engagement and requests of employees from different channels on a 24*7 basis. Automated email technical queries help desk is proposed to have…
Customer Service Management is one of major business activities to better serve company customers through the introduction of reliable processes and procedures. Today this kind of activities is implemented through e-services to directly…
Classification and patterns extraction from customer data is very important for business support and decision making. Timely identification of newly emerging trends is very important in business process. Large companies are having huge…
Email classification is still a mostly manual task. Consequently, most Web mail users never define a single folder. Recently however, automatic classification offering the same categories to all users has started to appear in some Web mail…
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…
We investigate using Named Entity Recognition on a new type of user-generated text: a call center conversation. These conversations combine problems from spontaneous speech with problems novel to conversational Automated Speech Recognition,…
Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…
A methodology is proposed for design of templates of text communication messages that are based on best practices of experts in software marketing, ideas of marketing, communication theory, copywriting, media linguistics, semiotics.…
Email Retrieval task has recently taken much attention to help the user retrieve the email(s) related to the submitted query. Up to our knowledge, existing email retrieval ranking approaches sort the retrieved emails based on some heuristic…
A large part of modern day communications are carried out through the medium of E-mails, especially corporate communications. More and more people are using E-mail for personal uses too. Companies also send notifications to their customers…
In the area of customer support, understanding customers' intents is a crucial step. Machine learning plays a vital role in this type of intent classification. In reality, it is typical to collect confirmation from customer support…
Email Retrieval task has recently taken much attention to help the user retrieve the email(s) related to the submitted query. Up to our knowledge, existing email retrieval ranking approaches sort the retrieved emails based on some heuristic…
Text analysis includes lexical analysis of the text and has been widely studied and used in diverse applications. In the last decade, researchers have proposed many efficient solutions to analyze / classify large text dataset, however,…
Today, people use email services such as Gmail, Outlook, AOL Mail, etc. to communicate with each other as quickly as possible to send information and official letters. Spam or junk mail is a major challenge to this type of communication,…