相关论文: Message Classification in the Call Center

We address the problem of large scale real-time classification of content posted on social networks, along with the need to rapidly identify novel spam types. Obtaining manual labels for user-generated content using editorial labeling and…

Modern large language models (LLMs) represent a paradigm shift in what can plausibly be expected of machine learning models. The fact that LLMs can effectively generate sensible answers to a diverse range of queries suggests that they would…

In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short…

This paper deals with the automatic analysis of conversations between a customer and an agent in a call centre of a customer care service. The purpose of the analysis is to hypothesize themes about problems and complaints discussed in the…

The exponential growth of textual data presents substantial challenges in management and analysis, notably due to high storage and processing costs. Text classification, a vital aspect of text mining, provides robust solutions by enabling…

Machine Learning (ML) techniques, such as Neural Network, are widely used in today's applications. However, there is still a big gap between the current ML systems and users' requirements. ML systems focus on improving the performance of…

With the rise of social media like Twitter and of software distribution platforms like app stores, users got various ways to express their opinion about software products. Popular software vendors get user feedback thousandfold per day.…

This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service…

Machine learning (ML) has significantly advanced text classification by enabling automated understanding and categorization of complex, unstructured textual data. However, accurately capturing nuanced linguistic patterns and contextual…

Supply chain management is an integrated approach for planning and controlling materials, information, and finances as they move in a process which begins from suppliers and ends with customers in forward approach. As distribution network…

The growing problem of unsolicited bulk e-mail, also known as "spam", has generated a need for reliable anti-spam e-mail filters. Filters of this type have so far been based mostly on manually constructed keyword patterns. An alternative…

E-commerce is the fastest-growing segment of the economy. Online reviews play a crucial role in helping consumers evaluate and compare products and services. As a result, fake reviews (opinion spam) are becoming more prevalent and…

Malware classification is a difficult problem, to which machine learning methods have been applied for decades. Yet progress has often been slow, in part due to a number of unique difficulties with the task that occur through all stages of…

Finding a suited software solution for a company poses a resource-intensive task in an ever-widening market. Software should solve the technical task at hand as perfectly as possible and, at the same time, match the company strategy. Based…

The increasing adoption of technology to augment or even replace traditional face-to-face learning has led to the development of a myriad of tools and platforms aimed at engaging the students and facilitating the teacher's ability to…

Entity-level sentiment analysis predicts the sentiment about entities mentioned in a given text. It is very useful in a business context to understand user emotions towards certain entities, such as products or companies. In this paper, we…

Customer reviews play a crucial role in assessing customer satisfaction, gathering feedback, and driving improvements for businesses. Analyzing these reviews provides valuable insights into customer sentiments, including compliments,…

In e-commerce system, category prediction is to automatically predict categories of given texts. Different from traditional classification where there are no relations between classes, category prediction is reckoned as a standard…

Business Processes, i.e., a set of coordinated tasks and activities to achieve a business goal, and their continuous improvements are key to the operation of any organization. In banking, business processes are increasingly dynamic as…

Text classification helps analyse texts for semantic meaning and relevance, by mapping the words against this hierarchy. An analysis of various types of texts is invaluable to understanding both their semantic meaning, as well as their…