相关论文: Message Classification in the Call Center

Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a…

The analysis techniques of system log messages (syslog messages) have a long history from when the syslog mechanism was invented. Typically, the analysis consists of two parts, one is a message template generation, and the other is finding…

Detailed statistical analysis of call center recordings is critical in the customer relationship management point of view. With the recent advances in artificial intelligence, many tasks regarding the calculation of call statistics are now…

Cluttering of SMS inbox is one of the serious problems that users today face in the digital world where every online login, transaction, along with promotions generate multiple SMS. This problem not only prevents users from searching and…

Email classification and prioritization expert systems have the potential to automatically group emails and users as communities based on their communication patterns, which is one of the most tedious tasks. The exchange of emails among…

Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use…

Technical support problems are often long and complex. They typically contain user descriptions of the problem, the setup, and steps for attempted resolution. Often they also contain various non-natural language text elements like outputs…

In social commerce, users dialogue with each other on the topics related to the providers' products. However, the language customers use may vary from the language vendors use on their e-commerce websites and product descriptions. This…

Customer segmentation is a fundamental process to develop effective marketing strategies, personalize customer experience and boost their retention and loyalty. This problem has been widely addressed in the scientific literature, yet no…

Today, machine learning is applied in almost any field. In machine learning, where there are numerous methods, classification is one of the most basic and crucial ones. Various problems can be solved by classification. The feature selection…

In this era of abundant digital information, customer satisfaction has become one of the prominent factors in the success of any business. Customers want a one-click solution for almost everything. They tend to get unsatisfied if they have…

The automated categorization (or classification) of texts into predefined categories has witnessed a booming interest in the last ten years, due to the increased availability of documents in digital form and the ensuing need to organize…

The use of short text messages in social media and instant messaging has become a popular communication channel during the last years. This rising popularity has caused an increment in messaging threats such as spam, phishing or malware as…

In recent years, the use of machine learning classifiers is of great value in solving a variety of problems in text classification. Sentiment mining is a kind of text classification in which, messages are classified according to sentiment…

Classification of personal text messages has many useful applications in surveillance, e-commerce, and mental health care, to name a few. Giving applications access to personal texts can easily lead to (un)intentional privacy violations. We…

We propose to utilize mobile phone technology as a vehicle for people to report their symptoms and to receive immediate feedback about the health services readily available, and for predicting spatial disease outbreak risk. Once symptoms…

Spammers take advantage of email popularity to send indiscriminately unsolicited emails. Although researchers and organizations continuously develop anti-spam filters based on binary classification, spammers bypass them through new…

US corporations regularly spend millions of dollars reviewing electronically-stored documents in legal matters. Recently, attorneys apply text classification to efficiently cull massive volumes of data to identify responsive documents for…

In recent years, Web services are becoming more and more intelligent (e.g., in understanding user preferences) thanks to the integration of components that rely on Machine Learning (ML). Before users can interact (inference phase) with an…

We present a comprehensive review of the most effective content-based e-mail spam filtering techniques. We focus primarily on Machine Learning-based spam filters and their variants, and report on a broad review ranging from surveying the…