相关论文: Message Classification in the Call Center

Techniques of machine learning for automatic text categorization are applied and adapted for the problem of inventory catalog data attribution, with different approaches explored and optimal solution addressing the tradeoff between accuracy…

Product classification is a crucial task in international trade, as compliance regulations are verified and taxes and duties are applied based on product categories. Manual classification of products is time-consuming and error-prone, and…

We evaluate empirically a scheme for combining classifiers, known as stacked generalization, in the context of anti-spam filtering, a novel cost-sensitive application of text categorization. Unsolicited commercial e-mail, or "spam", floods…

Push message delivery, where a client maintains an ``always-on'' connection with a server in order to be notified of a (asynchronous) message arrival in real-time, is increasingly being used in Internet services. The key message in this…

In e-commerce private-domain channels such as instant messaging and e-mail, merchants engage customers directly as part of their Customer Relationship Management (CRM) programmes to drive retention and conversion. While a few top performers…

Large Language Models have undoubtedly revolutionized the Natural Language Processing field, the current trend being to promote one-model-for-all tasks (sentiment analysis, translation, etc.). However, the statistical mechanisms at work in…

In this paper, a workflow for designing a bot using Robotic Process Automation (RPA), associated with Artificial Intelligence (AI) that is used for information extraction, classification, etc., is proposed. The bot is equipped with many…

This work presents an extension of the p-center problem. In this new model, called Stratified p-Center Problem (SpCP), the demand is concentrated in a set of sites and the population of these sites is divided into different strata depending…

Email is a private medium of communication, and the inherent privacy constraints form a major obstacle in developing effective spam filtering methods which require access to a large amount of email data belonging to multiple users. To…

This paper presents OnCoCo 1.0, a new public dataset for fine-grained message classification in online counseling. It is based on a new, integrative system of categories, designed to improve the automated analysis of psychosocial online…

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this…

Artificial Intelligence (AI) / Machine Learning (ML)-based systems are widely sought-after commercial solutions that can automate and augment core business services. Intelligent systems can improve the quality of services offered and…

Internet of Things (IoT) and B3G/4G communication are promoting the pervasive mobile services with its advanced features. However, security problems are also baffled the development. This paper proposes a trust model to protect the user's…

Companies regularly spend millions of dollars producing electronically-stored documents in legal matters. Recently, parties on both sides of the 'legal aisle' are accepting the use of machine learning techniques like text classification to…

We present an approach to email filtering based on the suffix tree data structure. A method for the scoring of emails using the suffix tree is developed and a number of scoring and score normalisation functions are tested. Our results show…

Businesses have sought out new solutions to provide support and improve customer satisfaction as more products and services have become interconnected digitally. There is an inherent need for businesses to provide or outsource fast,…

Unstructured data refers to information that does not have a predefined data model or is not organized in a pre-defined manner. Loosely speaking, unstructured data refers to text data that is generated by humans. In after-sales service…

We consider the problem of segmenting a large population of customers into non-overlapping groups with similar preferences, using diverse preference observations such as purchases, ratings, clicks, etc. over subsets of items. We focus on…

Customer-centric marketing campaigns generate a large portion of e-commerce website traffic for Walmart. As the scale of customer data grows larger, expanding the marketing audience to reach more customers is becoming more critical for…

Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support…